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Region’s airports excel in ACI’s ASQ customer excellence awards


ACI World today announced the best airports for customer experience worldwide chosen by passengers in its annual Airport Service Quality (ASQ) Awards.

The winners include a total of 31 airports from the ACI Asia-Pacific & Middle East region – 27 in Asia-Pacific and 4 from the Middle East.

Among the award winning gateways are Delhi’s Indira Gandhi International Airport, Mumbai Shivaji Chhatrapati, Guangzhou Baiyun, Incheon, Shenzhen Bao’an and Singapore Changi in the Best by Size and Region category for airports handling over 40 million passengers per annum in Asia-Pacific and the Middle East.

Among the 11 Indonesian airports recognised, Sultan Hasanuddin International Airport and Yogyakarta International Airport have both won five out of six award categories. Oman’s Salalah Airport topped among the Middle East airports, with five awards. China and India have six airports each in the recognition.

ACI Asia-Pacific & Middle East’s director general, Stefano Baronci, enthused: “From the East to the West, airports in Indonesia, Malaysia, Singapore, Republic of Korea, China, India, Oman, UAE and Jordan have excelled to provide a best-in-class service to their customers.

“Although the Asia-Pacific region has been the hardest hit by the pandemic, airports in the region have invested significantly in technology, human resources, and infrastructure to ensure that passengers continue to have a memorable and seamless experience.”

In addition, five airports from Asia-Pacific and the Middle East have been recognised with the ACI World Director General’s Roll of Excellence. This honour is conferred on airports that have won multiple Awards over a five-year period in the last 10 years as part of the ASQ programme.

The ASQ programme, conducted in partnership with travel technology company Amadeus, is considered the most accurate and reliable customer experience measurement and benchmarking programme globally as it is anchored in live research conducted through surveys at the airport on the day of travel.

Indeed, the ASQ Surveys cover over 30 performance indicators across key elements of the passenger’s airport experience, giving the most complete picture of the passenger experience journey.

This distinctive methodology is renowned for its robustness, enabling meaningful statistical inference and providing unparalleled insights into the passenger experience.

ACI World director general, Luis Felipe de Oliveira, said: “We are delighted that in 2023 the ASQ programme surpassed 400 participating airports in a historical record—reflecting our members’ commitment to placing the passenger first. Likewise, we thank the guests that dedicated their precious time by providing feedback in close to 600,000 surveys.

“The global growth of the programme underscores the trust placed in its scientific and live approach, making ASQ the go-to standard for airport customer experience assessment in the aviation industry.

“The future success of airports hinges on the unwavering commitment to delivering a stellar customer experience at every touchpoint. In an era where passenger expectations are evolving rapidly, excellence in customer service isn’t just a goal; it’s the key to ensuring airports remain not just gateways, but memorable destinations in themselves.”

Amadeus’ EVP for airport and airline operations, Rudy Daniello, noted: “It’s encouraging to  see continued commitment to customer experience at airports across the world demonstrated again by the ASQ Awards.

“Over the past few years many airports have applied technologies like self-service and biometrics to improve the experience for passengers across key airport touchpoints. What we’re seeing now is a desire to move to the next level by working more collaboratively with airlines and other partners to better manage the impact of disruption.

“The management of disruptions is a defining issue for passengers, so we look forward to working closely with the industry as it develops new approaches that deliver improved outcomes for passengers.”

• Eight airports are inducted into the ACI World Director General’s Roll of Excellence —a recognition given to airports that have won multiple ASQ awards over a five-year period in the last 10 years. The inductees include Shenzen Bao’an, Chandigarh, Muscat, Sultan Mahmud Badaruddin II and Sultan Hasanuddin International Airport from ACI’s Asia-Pacific & Middle East region.

View full list of winning airports

 ACI World and Amadeus will celebrate the 2023 ASQ Awards winners and  the ACI World Director General’s Roll of Excellence inductees at the prestigious ASQ Awards Gala Dinner at September’s 2024 ACI World Customer Experience Summit and Exhibition, in Atlanta, USA.


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