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Passengers select the world’s top airports for customer experience in 2024

written by Newsdesk | March 12, 2024

Passengers select the world's top airports for customer experience in 2024

The Airports Council International (ACI) World, in collaboration with Amadeus, a leading travel technology company, today unveiled the winners of the Airport Service Quality (ASQ) Awards, highlighting the best airports worldwide for customer experience as rated by passengers.

The ASQ program is internationally recognized for its comprehensive, scientific approach to measuring and benchmarking airport customer experience. It conducts live surveys with travelers, assessing their satisfaction on the day of travel across more than 30 performance indicators. This methodology provides a holistic view of the passenger experience journey, setting ASQ apart from other aviation industry programs.

Luis Felipe de Oliveira, Director General of ACI World, highlighted the significance of the ASQ program’s achievement of involving over 400 participating airports in 2023. “We are delighted that in 2023 the ASQ program surpassed 400 participating airports in a historical record—reflecting our members’ commitment to placing the passenger first,” he said. He also extended gratitude towards passengers who participated in the nearly 600,000 surveys, pointing out the program’s contribution to airport service standards.

Rudy Daniello, Executive Vice President of Airport & Airline Operations at Amadeus, emphasized the importance of innovation and collaboration in improving customer experience at airports. “It’s encouraging to see continued commitment to customer experience at airports across the world demonstrated again by the ASQ Awards,” Daniello remarked. He acknowledged the role of technologies like self-service and biometrics in enhancing passenger experiences and highlighted the industry’s efforts to better manage disruptions.

The 2023 ASQ Awards recognized 170 awards won by 90 airports around the globe, based on responses from 595,000 surveys. The awards span multiple categories, including Best Airports by Size and Region, Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport, among others.

Nine airports received ASQ Awards in all five departure categories, ensuring a comprehensive positive experience for travelers. These airports represent various regions, including Africa’s Casablanca Mohammed V International Airport and North America’s Greenville-Spartanburg International Airport.

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Furthermore, eight airports were inducted into the ACI World Director General’s Roll of Excellence. This honor acknowledges airports that have consistently achieved high standards in customer experience over five years within the last decade.

The 2023 ASQ Award winners and the ACI World Director General’s Roll of Excellence inductees will be celebrated at the ASQ Awards Gala Dinner, part of the 2024 ACI World Customer Experience Summit and Exhibition, scheduled from 23 to 26 September in Atlanta, USA.

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