ACI World announces the winners of its world-renowned Airport Service Quality Awards

• 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

1. 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.
2. 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.
3. Read more about the latest changes to the award categories.
4. See photos from last year’s prestigious ASQ Awards ceremony held in Halifax, Nova Scotia, Canada.
5. 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

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