April 20, 2024
Aviation Travel

World’s Best Airports for Customer Experience In 2023 Revealed

Nine Airports Have Won ASQ Awards

In collaboration with travel technology giant Amadeus, Airports Council International (ACI) World has unveiled the much-anticipated winners of the 2023 Airport Service Quality (ASQ) Awards.

The ASQ programme has set a new record with over 400 participating airports in 2023, reflecting the aviation industry’s dedicated focus on passenger satisfaction.

The ASQ programme is the preeminent global airport customer experience measurement and benchmarking program, distinguished by its commitment to rigorous and scientific methodology.

Unlike other programmes in the aviation industry, ASQ’s approach is anchored in live research conducted through surveys administered directly to travellers at the airport, capturing their satisfaction levels on the day of travel.

30 Performance Indicators

The ASQ Surveys cover over 30 performance indicators across key elements of the passenger’s airport experience, giving the most complete picture of the passenger experience journey. This distinctive methodology is renowned for its robustness, enabling meaningful statistical inference and providing unparalleled insights into the passenger experience.

Passengers queue at John F. Kennedy Airport in New York City on November 1, 2023. Credit: Arnold Pinto

Felipe de Oliveira, ACI World Director General Luis, said: “We are delighted that in 2023, the ASQ programme surpassed 400 participating airports, a historical record that reflects our members’ commitment to placing the passenger first.

“Likewise, we thank the guests who dedicated their precious time to providing feedback in close to 600,000 surveys. The programme’s global growth underscores the trust placed in its scientific and live approach, making ASQ the go-to standard for airport customer experience assessment in the aviation industry.

“The future success of airports hinges on the unwavering commitment to delivering a stellar customer experience at every touchpoint. In an era where passenger expectations are evolving rapidly, excellence in customer service is not just a goal; it is the key to ensuring airports remain not just gateways, but memorable destinations in themselves.”

Rudy Daniello, Amadeus EVP Airport & Airline Operations, added: “It is encouraging to see a continued commitment to the customer experience at airports worldwide, as demonstrated again by the ASQ Awards. Over the past few years, many airports have applied technologies like self-service and biometrics to improve the passengers’ experience across key airport touchpoints.

Signage at Boston Logan International Airport, Boston, USA, on November 18, 2023. Credit: Arnold Pinto

“What we are seeing now is a desire to move to the next level by working more collaboratively with airlines and other partners to better manage the impact of disruption. Disruption management is a defining issue for passengers, so we look forward to working closely with the industry as it develops new approaches that deliver improved patient outcomes.”

2023 ASQ Awards highlights:

  • In 2023, over half of the world’s travellers passed through an ASQ airport.
  • From 595,000 surveys collected in 2023, 170 ASQ Awards have been won by 90 airports worldwide.
  • Categories for departures include Best Airports by Size and Region, Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport. For arrivals, the category is Top Airports Globally.
  • Nine airports across all regions have won ASQ Awards in all five departure categories, maximising a pleasant experience at every stage of the airport journey:

    • Africa: Casablanca Mohammed V International Airport
    • Asia-Pacific: Sultan Hasanuddin International Airport; Yogyakarta International Airport
    • Europe: Izmir Adnan Menderes Airport; Aeroporto di Roma-Fiumicino
    • Latin America: Guayaquil International Airport
    • Middle East: Salalah Airport
    • North America: Greenville-Spartanburg International Airport; Gerald R. Ford International Airport
  • Eight airports are inducted into the ACI World Director General’s Roll of Excellence—a recognition given to airports that have won multiple ASQ awards over five years in the last 10 years. The inductees are:

    • Shenzhen Bao’an International Airport
    • Chandigarh Airport
    • Casablanca Mohammed V International Airport
    • Muscat International Airport
    • Cincinnati/Northern Kentucky International Airport
    • Sultan Mahmud Badaruddin II Airport
    • Sultan Hasanuddin International Airport
    • Zagreb International Airport

The 2023 ASQ Awards, derived from feedback from 600,000 surveys, have recognised 90 airports worldwide across various categories, including Best Airports by Size and Region and Cleanest Airport.

Notably, nine airports excelled in all five departure categories, showcasing their commitment to providing a seamless airport experience.

The ASQ Awards also honoured eight airports with induction into the ACI World Director General’s Roll of Excellence, recognising their consistent excellence in customer service over the years.

The 2023 award winners and the Roll of Excellence inductees will be celebrated at the upcoming ASQ Awards Gala Dinner, set to take place during the 2024 ACI World Customer Experience Summit and Exhibition in Atlanta, USA, from September 23 to 26.

ACI, the voice of the world’s airports, advocates advancing a safe, secure, efficient, and environmentally sustainable global air transport system. It represents over 750 members, operating more than 2,100 airports across 191 countries.

Featured image: Passengers transit through Adolfo Suárez Madrid–Barajas Airport, Madrid, Spain, on February 28, 2024. Credit: Arnold Pinto

    Arnold Pinto

    Arnold Pinto

    Arnold Pinto is an award-winning journalist with wide-ranging Middle East and Asia experience in the tech, aerospace, defence, luxury watchmaking, business, automotive, and fashion verticals. He is passionate about conserving endangered native wildlife globally. Arnold enjoys 4x4 off-roading, camping and exploring global destinations off the beaten track.
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