ACI World Director General Angela Gittens: “These airports have responded to the evolving needs of passengers to deliver higher levels of service and an award-winning performance.”

INTERNATIONAL. Airports Council International (ACI) has named the winners of the 2018 Airport Service Quality (ASQ) Awards.

The awards recognise airports that deliver the best customer experience, and are based on passenger surveys.

Bangalore’s Kempegowda International Airport in India won the first ASQ Arrivals Award, based on a new survey of arriving passengers. ACI said it is the first airport in the world to win both a Departures and an Arrivals award.

There were eight winners in the largest (departures) category, for airports handling over 40 million passengers a year. These were: Mumbai Chhatrapati Shivaji, Delhi Indira Gandhi, Shanghai Pudong and Singapore Changi in Asia Pacific; Rome Fiumicino and Moscow Sheremetyevo in Europe; and Dallas Fort Worth and Toronto Pearson in North America.

First time ASQ Award winners include Ramón Villeda Morales in Honduras as well as Dublin, Oslo, Helsinki, Southampton, Bristol, and London City airports. Five Spanish airports also won their first award: Almería, Girona, Melilla, Zaragoza, and Alicante-Elche.

Fort McMurray Airport in Canada and Muscat Airport in Oman round out the list of first time winners.

In the new ‘Best Infrastructure and Facilitation’ category, seven Indonesian and eight Chinese airports were recognised 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 recognised 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 full list of winners is as follows (click on the image to enlarge):The ASQ Awards Ceremony will take place during the second ACI Customer Excellence Global Summit, to be held in Bali, Indonesia in September.

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 were introduced this year to recognise excellence in segments of the customer experience, ACI said.

“Highest possible accolade”: The winners will be celebrated in an awards ceremony in Bali, Indonesia in September.