World’s top airports for customer experience revealed

Airports Council International (ACI) World has revealed the winners of its world-renowned Airport Service Quality Awards, which recognize those airports around the world that deliver the best customer experience.

Commercial operations were suspended at Fort McMurray International Airport on May 4, after wildfires neared Airport Road south of the municipality. Wood Buffalo Helicopters Photo
Fort McMurray International Airport in Alberta won an award in the “Best Airport by Size and Region – Under 2 Million Passengers” category. Toronto Pearson was named Best Large Airport in North America serving more than 40 million annual passengers for the second year in a row, and it also took home the honours for Most Improved Airport in North America. Wood Buffalo Helicopters Photo

Kempegowda International Airport, Bangalore, India, has won the first ever ASQ Arrivals Award, based on the new Arrivals Survey – the first airport to win both a Departures and an Arrivals award.

Perennial winners from around the world include Indianapolis International Airport, Beijing Capital International Airport, Singapore Changi Airport, Toronto Pearson International Airport, Aeroporto di Roma-Fiumicino, Mumbai’s Chhatrapati Shivaji International Airport, Delhi’s Indira Gandhi International Airport, Shanghai Pudong International Airport, and Sheremetyevo International Airport.

This year, a number of airports have won their first ASQ Award, including Aeropuerto Internacional Ramón Villeda Morales in Honduras, as well as Dublin, Oslo, Helsinki, Southampton, Bristol, and London City airports. Spain’s Aeropuerto de Almería, Aeropuerto de Girona, Aeropuerto de Melilla, Aeropuerto de Zaragoza, and Aeropuerto de Alicante-Elche are also first-time winners. Fort McMurray Airport in Canada and Muscat Airport in Oman are also newcomers to the ASQ Awards fraternity, while several top-performing previous winners have again featured prominently.

In the new “Best Infrastructure and Facilitation” category, no fewer than seven Indonesian and eight Chinese airports are recognized in their size category.

“The Airport Service Quality Awards celebrate the achievements of airports in delivering the best customer experience and they represent the highest possible accolade for airport operators around the world,” said ACI World director general Angela Gittens.


“In both the traditional and new categories, these airports have responded to the evolving needs of passengers to deliver higher levels of service and an award-winning performance.

“Airports have recognized that delivering a better customer experience is an important business tool in an increasingly competitive industry. ACI’s ASQ is the only globally-established program that provides objective measurement and benchmarking for airports to help drive their performance.”

The winning airports will meet at the ASQ Awards Ceremony, to be held during the second ACI Customer Experience Global Summit, taking place in Bali, Indonesia in September.

The ASQ Departures program measures passengers’ satisfaction across 34 key performance indicators. Three-quarters of the world’s 100 busiest airports are part of the program, which means that, in 2018, more than half of the world’s 8.3 billion travellers passed through an ASQ airport.

View a list of this year’s ASQ Award Winners.

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