- Time-tested and first-time winners recognized from every region across the globe
- Results based on ACI World’s globally-established Airport Service Quality programme
Montreal, Canada, 2019-Mar-08 — /Travel PR News/ — Airports Council International (ACI) World has today (March 6, 2019) revealed the winners of its world-renowned Airport Service Quality Awards which recognize those airports around the world that deliver the best customer experience in the opinion of their own passengers.
Kempegowda International Airport, Bangalore, India, has won the first ever ASQ Arrivals Award, based on the new Arrivals Survey – it is the first airport in the world 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, and Toronto Pearson, 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 programme that provides objective measurement and benchmarking for airports to help drive their performance.”
The winning airports will come together at the ASQ Awards Ceremony which will be held during the second ACI Customer Experience Global Summit, taking place in Bali, Indonesia in September.
The Airport Service Quality (ASQ) programme is the world’s leading airport passenger service and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. Three quarters of the world’s 100 busiest airports are part of the ASQ programme which means that, in 2018, more than half of the world’s 8.3 billion travellers passed through an ASQ airport.
A range of new award categories, recognizing excellence in segments of the customer experience announced earlier this year, have produced a diverse group of winners, illustrating the commitment to the customer experience of airports around the world.
ASQ DEPARTURES AWARDS
| Award Category | Airport Name | City and Country |
|---|---|---|
| Best Airport by Size and Region | ||
| AFRICA | ||
| Under 2 million passengers | Kimberley National Airport | Kimberley, South Africa |
| Port Elizabeth National Airport | Port Elizabeth, South Africa | |
| Upington International Airport | Upington, South Africa | |
| 5 – 15 million passengers | King Shaka International Airport | Durban, South Africa |
| Mohammed V International Airport | Casablanca, Morocco | |
| ASIA-PACIFIC | ||
| Under 2 million passengers | Depati Amir Airport | Pangkal Pinang City, Indonesia |
| Sultan Thaha Airport | Jambi, Indonesia | |
| 2 – 5 million passengers | Biju Patnaik International Airport | Bhubaneswar, India |
| Chandigarh Airport | Chandigarh, India | |
| Devi Ahilyabai Holkar Airport | Indore, India | |
| SM Badaruddin II Airport | Palembang, Indonesia | |
| SS Kasim II Airport | Pekanbaru, Indonesia | |
| Yichang Sanxia Airport | Yichang, China | |
| 5 – 15 million passengers | Changchun Longjia International Airport | Changchun, China |
| Cochin International Airport | Cochin, India | |
| Hohhot Baita International Airport | Hohhot, China | |
| Nanchang Changbei International Airport | Nanchang, China | |
| Sepinggan International Airport | Balikpapan, Indonesia | |
| 15 – 25 million passengers | Haikou Meilan International Airport | Haikou, China |
| Sanya Fenghua International Airport | Sanya, China | |
| Tianjin Binhai International Airport | Tianjin, China | |
| 25 – 40 million passengers | Chongqing Jiangbei International Airport | Chongqing, China |
| Kempegowda International Airport | Bangalore, India | |
| Over 40 million passengers | Chhatrapati Shivaji International Airport | Mumbai, India |
| Indira Gandhi International Airport | Delhi, India | |
| Shanghai Pudong International Airport | Shanghai Pu Dong, China | |
| Singapore Changi Airport | Singapore, Singapore | |
| EUROPE | ||
| Under 2 million passengers | Aeropuerto de Almeria | Almeria, Spain |
| Aeropuerto de Girona – Costa Brava | Gerona, Spain | |
| Aeropuerto de Melilla | Melilla, Spain | |
| Aeropuerto de Zaragoza | Zaragoza, Spain | |
| Skopje International Airport | Skopje, Macedonia | |
| 2 – 5 million passengers | London City Airport | London, UK |
| Southampton International Airport | Southampton, UK | |
| Tallinn Airport | Tallinn, Estonia | |
| Zagreb Airport | Zagreb, Croatia | |
| 5 – 15 million passengers | Aeropuerto de Alicante-Elche | Alicante, Spain |
| Bergen Airport | Bergen, Norway | |
| Bristol Airport | Bristol, UK | |
| JSK International Airport Sochi | Sochi, Russia | |
| Keflavik International Airport | Keflavik, Iceland | |
| Malta International Airport | Luqa, Malta | |
| Newcastle International Airport Ltd | Newcastle, UK | |
| Porto Francisco sa Carneiro Airport | Porto, Portugal | |
| 15 – 25 million passengers | Athens International Airport | Athens, Greece |
| Helsinki Vantaa Airport | Helsinki, Finland | |
| Prague Airport | Prague, Czech Republic | |
| 25 – 40 million passengers | Dublin Airport | Dublin, Ireland |
| Flughafen Zurich | Zurich, Switzerland | |
| Oslo-Gardemoen Airport | Oslo, Norway | |
| Over 40 million passengers | Aeroporto di Roma-Fiumicino | Rome, Italy |
| Sheremetyevo International Airport | Moscow, Russia | |
| LATIN AMERICA-CARIBBEAN | ||
| Under 2 million passengers | Aeropuerto Internacional Ramón Villeda Morales | San Pedro Sula, Honduras |
| Airport International Daniel Oduber Quiros | Liberia, Costa Rica | |
| 2 – 5 million passengers | Aeropuerto Internacional de los Cabos | Los Cabos, Mexico |
| Aeropuerto Internacional Jose Joaquin Olmedo | Guayaquil, Ecuador | |
| 5 – 15 million passengers | Aeropuerto Internacional Punta Cana | Punta Cana, Dominican Republic |
| Tancredo Neves-Confins International Airport | Belo Horizonte, Brazil | |
| MIDDLE EAST | ||
| 5 – 15 million passengers | Queen Alia International Airport | Amman, Jordan |
| NORTH AMERICA | ||
| Under 2 million passengers | Fort McMurray International Airport | Fort McMurray, Canada |
| Portland International Jetport | Portland, United States | |
| 2 – 5 million passengers | El Paso International Airport | El Paso, United States |
| Ottawa International Airport | Ottawa, Canada | |
| 5 – 15 million passengers | Indianapolis International Airport | Indianapolis, United States |
| Jacksonville International Airport | Jacksonville, United States | |
| San Antonio International Airport | San Antonio, United States | |
| 15 – 25 million passengers | Dallas Love Field Airport | Dallas, United States |
| 25 – 40 million passengers | Detroit Metropolitan Wayne County Airport | Detroit, United States |
| Minneapolis/St Paul International Airport | Minneapolis, United States | |
| Over 40 million passengers | Dallas Fort Worth International Airport | Dallas, United States |
| Toronto Pearson International Airport | Toronto, Canada | |
| Most Improved | ||
| AFRICA | Félix-Houphouët-Boigny International Airport | Abidjan, Côte d’Ivoire |
| ASIA-PACIFIC | Silangit International Airport | Siborong-Borong, Indonesia |
| EUROPE | Bergen Airport | Bergen, Norway |
| LATIN AMERICA-CARIBBEAN | Juan Santamaria International Airport | San Jose, Costa Rica |
| MIDDLE EAST | Muscat International Airport | Muscat, Oman |
| NORTH AMERICA | Toronto Pearson International Airport | Toronto, Canada |
NEW AWARD CATEGORIES
| Award Category | Airport Name | City and Country |
|---|---|---|
| Best Environment and Ambience by Size | ||
| Under 2 million passengers | Depati Amir Airport | Pangkal Pinang City, Indonesia |
| RH Fisabilillah Airport | Bintan, Indonesia | |
| Silangit Airport | Tapanuli, Indonesia | |
| Sultan Thaha Airport | Jambi, Indonesia | |
| 2 – 5 million passengers | Chandigarh Airport | Chandigarh, India |
| SM Badaruddin II Airport | Palembang, Indonesia | |
| SS Kasim II Airport | Pekanbaru, Indonesia | |
| Yichang Sanxia Airport | Yichang, China | |
| 5 – 15 million passengers | Ahmedabad International Airport | Ahmedabad, India |
| Changchun Longjia International Airport | Changchun, China | |
| Hohhot Baita International Airport | Hohhot, China | |
| Nanchang Changbei International Airport | Nanchang, China | |
| Sepinggan International Airport | Balikpapan, Indonesia | |
| 15 – 25 million passengers | Haikou Meilan International Airport | Haikou, China |
| Tianjin Binhai International Airport | Tianjin, China | |
| 25 – 40 million passengers | Chongqing Jiangbei International Airport | Chongqing, China |
| Gimpo International Airport | Gimpo, South Korea | |
| Over 40 million passengers | Beijing Capital International Airport | Beijing, China |
| Singapore Changi Airport | Singapore, Singapore | |
| Best Customer Service by Size | ||
| Under 2 million passengers | Depati Amir Airport | Pangkal Pinang City, Indonesia |
| Portland International Jetport | Portland, United States | |
| Silangit Airport | Siborong-Borong, Indonesia | |
| Sultan Thaha Airport | Jambi, Indonesia | |
| 2 – 5 million passengers | Devi Ahilyabai Holkar Airport | Indore, India |
| SM Badaruddin II Airport | Palembang, Indonesia | |
| SS Kasim II Airport | Pekanbaru, Indonesia | |
| Yichang Sanxia Airport | Yichang, China | |
| 5 – 15 million passengers | Ahmedabad International Airport | Ahmedabad, India |
| Changchun Longjia International Airport | Changchun, China | |
| Hohhot Baita International Airport | Hohhot, China | |
| Nanchang Changbei International Airport | Nanchang, China | |
| Sepinggan International Airport | Balikpapan, Indonesia | |
| 15 – 25 million passengers | Sanya Fenghua International Airport | Sanya, China |
| Tianjin Binhai International Airport | Tianjin, China | |
| 25 – 40 million passengers | Chongqing Jiangbei International Airport | Chongqing, China |
| Gimpo International Airport | Gimpo, South Korea | |
| Over 40 million passengers | Beijing Capital International Airport | Beijing, China |
| Singapore Changi Airport | Singapore, Singapore | |
| Best Infrastructure and Facilitation by Size | ||
| Under 2 million passengers | Depati Amir Airport | Pangkal Pinang City, Indonesia |
| RH Fisabilillah Airport | Bintan, Indonesia | |
| Silangit Airport | Siborong-Borong, Indonesia | |
| Sultan Thaha Airport | Jambi, Indonesia | |
| 2 – 5 million passengers | Devi Ahilyabai Holkar Airport | Indore, India |
| SM Badaruddin II Airport | Palembang, Indonesia | |
| SS Kasim II Airport | Pekanbaru, Indonesia | |
| Yichang Sanxia Airport | Yichang, China | |
| 5 – 15 million passengers | Ahmedabad International Airport | Ahmedabad, India |
| Changchun Longjia International Airport | Changchun, China | |
| Hohhot Baita International Airport | Hohhot, China | |
| Nanchang Changbei International Airport | Nanchang, China | |
| Sepinggan International Airport | Balikpapan, Indonesia | |
| 15 – 25 million passengers | Haikou Meilan International Airport | Haikou, China |
| Tianjin Binhai International Airport | Tianjin, China | |
| 25 – 40 million passengers | Chongqing Jiangbei International Airport | Chongqing, China |
| Gimpo International Airport | Gimpo, South Korea | |
| Over 40 million passengers | Beijing Capital International Airport | Beijing, China |
| Singapore Changi Airport | Singapore, Singapore |
ASQ ARRIVALS AWARD
| Category | Airport name | City and Country |
|---|---|---|
| Best Airport Experience in Arrivals | Kempegowda International Airport | Bangalore, India |
Notes for editors
- Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. As of January 2019, ACI serves 646 members, operating 1,960 airports in 176 countries.
- Learn more about the ACI ASQ Programme which includes a full suite of customer experience solutions, including the ACI employee survey for customer experience, the ASQ arrival surveys, and the new ASQ Commercial Survey. ASQ delivers 640,000 individual surveys per year in 47 languages across 91 countries.
- Read more about the latest changes to the award categories.
- See photos from last year’s prestigious ASQ Awards ceremony held in Halifax, Nova Scotia, Canada.
- Download a French version of this release.
Media contacts:
Anita Berthier
Manager, External Relations and Special Events
ACI World
Telephone: +1 514 373 1254
Email: mediarelations@aci.aero
Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1200
Email: mediarelations@aci.aero
Source: ACI World