[divider style=”solid” top=”25″ bottom=”25″][dropcap]A[/dropcap]irports Council International (ACI) World has revealed this year’s Airport Service Quality awards which highlight the world’s best airports as judged by their customers.
The COVID-19 pandemic had a dramatic impact on global passenger traffic in 2020 as well as changing customer perceptions and expectations of the airport experience. Despite the challenges posed by the pandemic, airports managed to collect ASQ surveys from their customers throughout the year and 108 awards have been won by 89 individual airports around the world.
Based on new hygiene related questions added to the survey questionnaire, ACI has introduced a new award – ‘Best Hygiene Measures by Region’ – of which there are 33 inaugural winners.
This award provided airports with a reliable method of gauging customer response to new health measures and recognizes airports’ success in responding to the intense focus on hygiene. The new category also complements ACI’s Airport Health Accreditation programme, launched last year, which has resulted in more than 275 airports being accredited already.
“ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world,” ACI World Director General Luis Felipe de Oliveira said. “This year more than any other, the awards recognize those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances.
“I am proud of the achievements of all ASQ award winners which shows their focus on delivering excellence in customer experience and setting an example of excellence for their peers. As we come together as an industry to meet the challenges of the COVID-19 pandemic, the focus on customers that the ASQ programme provides will help guide the way.”
This year, ACI World entered into a long-term partnership with global travel technology company Amadeus to deliver the ASQ Awards.
“We at Amadeus congratulate all the ASQ award winners for their ongoing commitment to delivering an exceptional customer experience in the face of adversity caused by COVID-19. Amadeus shares this commitment, which is why we’ve been investing for many years to bring a single, integrated platform for all aspects of passenger services to the industry, incorporating applications, hardware and services.” Amadeus EVP Airport IT Bruno Spada said.
“With a modular cloud platform, airports can better connect to airlines to bring new passenger service innovations like biometrics or contactless to market. They can base operations on a consistent flow of data throughout the entire airport journey, which is the key to delivering a truly smooth experience for passengers. And they can do all this with minimal effort or delay because we’ve taken care of the complexity in the cloud.”
| Award Category | Airport Name | City and Country |
|---|---|---|
| Best hygiene measures by region | ||
| AFRICA | ||
| Sir Seewoosagur Ramgoolam International Airport | Port Louis, Mauritius | |
| ASIA PACIFIC | ||
| Beijing Daxing International Airport | Beijing, China | |
| Chandigarh Airport | Chandigarh, India | |
| Depati Amir Airport | Pangkal Pinang, Indonesia | |
| Husein Sastranegara Airport | Bandung, Indonesia | |
| Netaji Subhash Chandra Bose International Airport | Kolkata, India | |
| Pune Airport | Pune, India | |
| Soekarno-Hatta International Airport | Jakarta, Indonesia | |
| EUROPE | ||
| Aeropuerto de Alicante-Elche | Alicante, Spain | |
| Aeropuerto de Federico García Lorca Granada-Jaén | Granada, Spain | |
| Aeropuerto de Menorca | Menorca, Spain | |
| Aeropuerto de Pamplona | Pamplona, Spain | |
| Aeropuerto Internacional Región de Murcia | Murcia, Spain | |
| Aeropuerto Seve Ballesteros-Santander | Santander, Spain | |
| Belgrade Nikola Tesla Airport | Belgrade, Republic of Serbia | |
| Faro Airport | Faro, Portugal | |
| Helsinki-Vantaa Airport | Helsinki, Finland | |
| Joao Paulo II Airport | Ponta Delgada, Portugal | |
| Keflavik International Airport | Keflavik, Iceland | |
| Madeira Airport | Madeira, Portugal | |
| Porto Airport | Porto, Portugal | |
| Skopje International Airport | Skopje, North Macedonia | |
| Tallinn Airport | Tallinn, Estonia | |
| LATIN AMERICA-CARIBBEAN | ||
| Daniel Oduber Quirós International Airport | Liberia, Costa Rica | |
| Punta Cana International Airport | Punta Cana, Dominican Republic | |
| MIDDLE EAST | ||
| King Khalid International Airport | Riyadh, Saudi Arabia | |
| Salalah Airport | Salalah, Oman | |
| NORTH AMERICA | ||
| Hartsfield-Jackson Atlanta International Airport | Atlanta, United States of America | |
| Louis Armstrong New Orleans International Airport | New Orleans, United States of America | |
| San Antonio International Airport | San Antonio, United States of America | |
| Tampa International Airport | Tampa, United States of America | |
| Toronto Pearson International Airport | Toronto, Canada | |
| Victoria International Airport | Victoria, Canada | |
| Award Category | Airport Name | City and Country |
|---|---|---|
| Best Airport by Size and Region | ||
| AFRICA | ||
| Under 2 million passengers | Moi International Airport | Mombasa, Kenya |
| 2 – 5 million passengers | Kotoka International Airport | Accra, Ghana |
| 5 – 15 million passengers | Jomo Kenyatta International Airport | Nairobi, Kenya |
| Nnamdi Azikiwe International Airport | Abuja, Nigeria | |
| ASIA-PACIFIC | ||
| Under 2 million passengers | Depati Amir Airport | Pangkal Pinang, Indonesia |
| Silangit Airport | Tapanuli, Indonesia | |
| Sultan Thaha Airport | Kota Jambi, Indonesia | |
| 2 – 5 million passengers | Chandigarh Airport | Chandigarh, India |
| Husein Sastranegara Airport | Bandung, Indonesia | |
| Jenderal Ahmad Yani International Airport | Semarang, Indonesia | |
| Lal Bahadur Shastri International Airport | Varanasi, India | |
| Sri Guru Ram Das Jee International Airport | Amritsar, India | |
| Sultan Mahmud Badaruddin II International Airport | Palembang, Indonesia | |
| Supadio Airport | Pontianak, Indonesia | |
| 5 – 15 million passengers | Changchun Longjia International Airport | Changchun, China |
| Cochin International Airport | Cochin, India | |
| Shijiazhuang Zhengding International Airport | Shijiazhuang, China | |
| Sultan Aji Muhammad Sulaiman Sepinggan International Airport | Kalimantan, Indonesia | |
| Sultan Hasanuddin Makassar International Airport | Ujung, Indonesia | |
| Xi’ning Caojiapu Airport | Qinghai, China | |
| 15 – 25 million passengers | Haikou Meilan International Airport | Haikou, China |
| Rajiv Gandhi International Airport | Hyderabad, India | |
| Shenyang Taoxian International Airport | Shenyang, China | |
| 25 – 40 million passengers | Beijing Daxing International Airport | Beijing, China |
| Kempegowda International Airport | Bangalore, India | |
| Over 40 million passengers | Beijing Capital International Airport | Beijing, China |
| Chhatrapati Shivaji Maharaj International Airport | Mumbai, India | |
| Guangzhou Baiyun International Airport | Guangzhou, China | |
| Indira Gandhi International Airport | Delhi, India | |
| Shanghai Pudong International Airport | Shanghai, China | |
| Shenzhen Bao’an International Airport | Shenzhen, China | |
| Singapore Changi Airport | Singapore, Singapore | |
| EUROPE | ||
| Under 2 million passengers | Aeropuerto de Federico García Lorca Granada-Jaén | Granada, Spain |
| Aeropuerto de San Sebastián | San Sebastián, Spain | |
| Inverness Airport | Inverness, United Kingdom | |
| Joao Paulo II Airport | Ponta Delgada, Portugal | |
| 2 – 5 million passengers | Krasnoyarsk International Airport | Krasnoyarsk, Russian Federation |
| Skopje International Airport | Skopje, North Macedonia | |
| Tallinn Airport | Tallinn, Estonia | |
| Zagreb Airport | Zagreb, Croatia | |
| 5 – 15 million passengers | Belgrade Nikola Tesla Airport | Belgrade, Republic of Serbia |
| Faro Airport | Faro, Portugal | |
| John Paul II International Airport Krakow – Balice | Kraków, Poland | |
| Keflavik International Airport | Keflavik, Iceland | |
| London City Airport | London, United Kingdom | |
| Malta International Airport | Malta, Malta | |
| Porto Airport | Porto, Portugal | |
| Sochi International Airport | Sochi, Russian Federation | |
| 15 – 25 million passengers | Helsinki-Vantaa Airport | Helsinki, Finland |
| Prague Airport | Prague, Czech Republic | |
| Pulkovo Airport | St Petersburg, Russian Federation | |
| 25 – 40 million passengers | Lisbon Airport | Lisbon, Portugal |
| Moscow Domodedovo Airport | Moscow, Russian Federation | |
| Zurich Airport | Zurich, Switzerland | |
| Over 40 million passengers | Aeroporto di Roma-Fiumicino | Rome, Italy |
| Sheremetyevo International Airport | Moscow, Russian Federation | |
| LATIN AMERICA-CARIBBEAN | ||
| Under 2 million passengers | Curaçao International Airport | Curaçao, Netherlands Antilles |
| Daniel Oduber Quirós International Airport | Liberia, Costa Rica | |
| 2 – 5 million passengers | Aeropuerto Internacional José Joaquin de Olmedo | Guayaquil, Ecuador |
| 5 – 15 million passengers | Punta Cana International Airport | Punta Cana, Dominican Republic |
| Quito International Airport | Quito, Ecuador | |
| MIDDLE EAST | ||
| 5 – 15 million passengers | Queen Alia International Airport | Amman, Jordan |
| 15 – 25 million passengers | Abu Dhabi International Airport | Abu Dhabi, United Arab Emirates |
| NORTH AMERICA | ||
| Under 2 million passengers | Victoria International Airport | Victoria, Canada |
| 2 – 5 million passengers | Greenville-Spartanburg International Airport | Greer, United States of America |
| Portland International Jetport | Portland, United States of America | |
| 5 – 15 million passengers | Indianapolis International Airport | Indianapolis, United States of America |
| John Glenn Columbus International Airport | Columbus, United States of America | |
| San Antonio International Airport | San Antonio, United States of America | |
| 15 – 25 million passengers | Austin-Bergstrom International Airport | Austin, United States of America |
| Dallas Love Field Airport | Dallas, United States of America | |
| 25 – 40 million passengers | Baltimore/Washington International Thurgood Marshall Airport | Baltimore, United States of America |
| Detroit Metropolitan Wayne County Airport | Detroit, United States of America | |
| Over 40 million passengers | Hartsfield-Jackson Atlanta International Airport | Atlanta, United States of America |
| Toronto Pearson International Airport | Toronto, Canada |
The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.
ACI adapted the rigorous quality control process for the ASQ awards programme to ensure the benchmarking and findings from the ASQ surveys remained of the highest quality during the COVID-19 pandemic.
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