Involving 95 airports worldwide
Airports Council International (ACI) World, in partnership with travel technology company Amadeus, has unveiled the winners of the highly anticipated 2024 ASQ Airport Experience Awards. Widely regarded as the benchmark for excellence in airport customer service, the ASQ Awards are determined by passengers.
The ASQ Awards are based on the aviation industry’s most comprehensive and trusted global measurement programme for airport experience. This innovative programme collects real-time travel feedback through live surveys at airports worldwide. Its rigorous methodology accurately represents a wide range of passenger experiences, making it the only poll that enables fair and reliable airport comparisons.
The past year marked a significant milestone for the ASQ programme, with nearly 700,000 surveys completed and over half of the world’s air travellers passing through an ASQ-rated airport. This underscored the programme’s essential role in shaping global service standards. A total of 181 ASQ Awards were presented to 95 airports worldwide, recognising their commitment to providing an exceptional passenger experience.
Key award categories
The ASQ Awards span several key categories, highlighting the diverse ways airports excel in customer service. These categories include:
- Best Airports by Size and Region
- Most Dedicated Staff
- Easiest Airport Journey
- Most Enjoyable Airport
- Cleanest Airport
- Top Airports for Arrivals
Regional winners recognised
Several airports have been recognised with ASQ Awards across multiple departure categories, showcasing their dedication to outstanding service. Notable regional winners include:
- Africa: Dakar Blaise Diagne International Airport
- Asia-Pacific: Beijing Daxing International Airport, Singapore Changi Airport, Sultan Aji Muhammad Sulaiman International Airport, Sultan Hasanuddin International Airport
- Europe: Milas-Bodrum Airport, Rome Fiumicino Airport
- Latin America: Chihuahua International Airport, Mazatlán International Airport, Monterrey International Airport
- Middle East: Salalah Airport
- North America: Gerald R. Ford International Airport, Greenville-Spartanburg International Airport
2024 inductees to the ACI World Director General’s Roll of Excellence
In addition to the ASQ Awards, ACI World announced the 2024 inductees to its prestigious Director General’s Roll of Excellence. This honour recognises airports that have consistently demonstrated outstanding service over the past decade. The ten airports inducted this year include:
- Alicante – Elche Airport
- Beijing Daxing International Airport
- Copenhagen Airport
- El Hierro Airport
- Hartsfield-Jackson Atlanta International Airport
- Inverness Airport
- Jenderal Ahmad Yani International Airport
- Juanda International Airport
- Salalah Airport
- Shijiazhuang Zhengding International Airport
ACI World Director General Justin Erbacci commented on passenger expectations’ evolving nature: “In today’s fast-evolving world, where passenger expectations are higher than ever, airports must continually push service boundaries to stay ahead.
The 2024 ASQ Awards honour airports that create memorable, seamless experiences that transform the entire passenger journey and help shape the future of air travel.”
Rudy Daniello, Executive Vice President of AirOps at Amadeus, shared his thoughts on the aviation industry’s future: “The aviation industry is on the cusp of radical improvements to the passenger experience. Changes to underlying airline systems and technology standards will provide the flexibility to rethink decades-old processes and transform travel.
“Imagine a future where check-ins are no longer necessary, and visa checks happen digitally before travel. In this vision, airport terminals can be re-focused around the passenger, significantly reducing queues and fixed desks. Personalisation, roaming agents, and a greatly simplified passenger experience will be the future of travel, and I am excited to see how airports and travellers receive these changes.”
The 2024 ASQ Awards Ceremony will occur at the ACI World Airport Experience Summit in Guangzhou, China, from September 8 to 11, 2025. This prestigious annual event will bring together industry leaders, experts, and innovators to discuss the future of customer and employee experience and share the latest strategies and insights.
As the 2024 ASQ Awards highlight the ongoing evolution of passenger services, the industry eagerly anticipates the next transformation phase.
Image: Passengers await their baggage at Adolfo Suárez Madrid-Barajas Airport on February 23, 2025. Widely regarded as the benchmark for excellence in airport customer service, the ASQ Awards are determined by passengers. Credit: Arnold Pinto
