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Airports Council International (ACI) World has announced the winners of the 2016 Airport Service Quality (ASQ) Awards. Airports large and small from around the globe, including several in Canada, demonstrated their commitment to providing an excellent customer experience.
Billy Bishop Toronto City Airport took first place in the Best Airport by Size and Region category for North American airports with two million to five million passengers per year.
Billy Bishop also tied for first place in the Best Airport by Region (over two million passengers per year) in North America category, while Ottawa International Airport was tied for second place in the same category.
Edmonton International Airport, Halifax Stanfield International Airport and Winnipeg James Armstrong Richardson International were tied for third place in the same category.
Billy Bishop tied for second place in the worldwide Best Airport By Size (two million to five million passengers) category and Ottawa International Airport finished tied for third.
Saskatoon Airport took first place in the North American Best Airport by Region (under two million passengers per year) category.
Billy Bishop Airport participated in the Airport Service Quality Survey — considered to be the world’s benchmark measure of airport excellence — for the first time in 2015 when it received a third place ranking as one of the top North American airports.
“We see ever-greater competition among airports and with it increasing pressure to optimize performance across the operation, especially when it comes to the passenger experience,” said Angela Gittens, director general, ACI World. “Today’s airport managers must meet and exceed passengers’ expectations and Billy Bishop Airport’s results in the 2016 ASQ Survey demonstrate that the airport has done just that. We applaud the professionalism and commitment it takes to deliver that high level of customer service.”
“It is an incredible honour to be ranked Best Airport in North America as well as one of the top airports in the world in ACI’s Airport Service Quality Awards,” said Geoffrey Wilson, CEO of PortsToronto, owner and operator of Billy Bishop Toronto City Airport. “The basis for these awards is thousands of passenger surveys that rank airports on a long list of services, amenities and experiences. To rank best in North America and among the best in the world is an extraordinary honour that really speaks to the exceptional performance of our employees and to the truly unique passenger experience at Billy Bishop Airport. From our excellent customer service, to the award-winning airlines, to amenities such as the pedestrian tunnel, shuttle service, full-service lounges, proximity to downtown and shorter lines, this airport is recognized as a world-class facility and an asset to the City of Toronto that drives business, creates jobs, facilitates tourism and serves as an important gateway.”
This is the latest in a series of awards won by Billy Bishop Airport recently, including being named one of the top airports in North America by the Skytrax 2016 World Airport Awards and being ranked fourth Best International Airport by Condé Nast Traveler. The airport was also named as one of the Top Ten Most Beautiful Airport Approaches in the world by Private Fly in 2016.
ASQ is the only worldwide program to survey passengers at the airport on their day of travel. Every year, the program delivers some 600,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants.
Each airport uses the exact same survey, creating an industry database that allows airports to compare themselves to other airports around the world. The ASQ program also has a feature that facilitates sharing of best practices among airport operators.
The ASQ Awards are presented to those airports whose customers have rated them the highest over the course of the year. The categories have been designated to recognize the achievements of airports of different sizes and in different regions.
The ASQ Awards Ceremony will be held at the 27th ACI Africa/World Annual General Assembly, Conference & Exhibition in Port Louis, Mauritius, Oct. 16 to 18, 2017.