Angela Gittens: “These airports have dedicated themselves to delivering a stellar customer experience.”

INTERNATIONAL. Airports Council International (ACI) has named the winners of the 2016 Airport Service Quality (ASQ) Awards, with Incheon International capturing the top prize in the largest category, for airports handling over 40 million passengers a year.

Other big winners were Taipei Taoyuan International, in the 25-40 million passenger category, and Haikou International in the 15-25 million category. Among airports serving 5-15 million passengers a year, there was a tie for first place between Hyderabad and Tianjin airports, while Guayaquil, Jaipur and Sochi were ranked joint first in the 2-5 million passenger rankings.

Uniquely, ASQ surveys passengers at the airport on their day of travel. Each year the programme delivers some 600,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants. With questions the same at each location, the survey creates a database that allows airports to compare themselves to others around the world. The ASQ Programme also facilitates the sharing of best practice among airport companies.

“I am delighted that as we celebrate the tenth anniversary of helping airports understand how best to serve their customers with the ASQ Programme, we see our largest group of winners ever,” said ACI World Director General Angela Gittens. “These airports have dedicated themselves to delivering a stellar customer experience. Promoting a culture of continuous service improvement has become a matter of gaining competitive advantage and optimising non-aeronautical revenue performance. ACI proudly recognises these accomplishments and we look forward to seeking more effective, efficient and profitable ways of serving the flying public together.”

The ASQ Awards Ceremony will be held at the 27th ACI Africa/World Annual General Assembly, Conference & Exhibition in Port Louis, Mauritius, on 16–18 October.

ACI and Asia Pacific are The Moodie Davitt Report’s partners in The Trinity Forum, which this year takes place on 25-27 October in Bangkok.

The full ASQ results for 2016 are as follows: