ACI and Amadeus Celebrate the World's Best Airports As Recovery Continues

Airport Service Quality awards recognize airports that put customers first Meeting changing customer need and expectation is more important than ever

Airports Council International (ACI) World and strategic partner Amadeus have today celebrated this year’s Airports Service Quality award winners which represent the world’s best airports for customer experience.

ACI’s ASQ awards recognize and reward the best airports in the world – in the opinion of their customers – and provide an opportunity to celebrate the commitment of airports worldwide to continuously improving the passenger experience at a time when this has never been more important.

As airports around the world continue to navigate the COVID-19 pandemic and plan for a sustained recovery, meeting the changing needs of customers and reassuring them that the customer experience has been tailored to their expectations will be crucial. The ASQ suite of solutions provides a trusted method of responding to passengers’ changing needs through a 360-degree view of customer experience management.

“As the aviation industry continues its recovery from the COVID-19 pandemic, it is important that we celebrate those airports that best listen to passengers and tailor customer experience to meet their needs,” ACI World Director General Luis Felipe de Oliveira said. “The ASQ awards reflect the commitment of airports to improve the passenger experience and represent the highest possible customer experience accolade for airport operators around the world. In delivering this year’s awards, we are grateful to our partner Amadeus for their support in helping to celebrate airports that are prioritizing the travel experience for passengers at a time when the voice of the passenger has never been more important. We also continue the evolution of the ASQ awards themselves with health and hygiene questions added added to the next round of awards to be announced next year.”

Bruno Spada, Executive Vice President Airport IT at Amadeus, commented: “The drive by airports to increasingly put the passenger at the center of everything they do is timely and fitting. At Amadeus, passengers are at the center of our business too, they inspire us to create solutions that enable airports to be more flexible, agile and adaptable. Thus, we’re extremely proud to join ACI in recognizing airports’ work and efforts in setting new standards in passenger experience. We are fully committed to support airports to adapt quickly and dynamically to market changes and to deliver the best possible services for passengers. Delivering safe, stress-free and contactless airport processes is vital to getting the world traveling again, and these awards will help to showcase some of the best examples in the industry. We’re part of the industry’s collective effort to rebuild itself, stronger and more resilient than ever.”

The awards recognize those airports around the world that deliver the best customer experience in the opinion of their own passengers. This year, 140 awards have been won by 84 individual airports which is the largest ever number of recipients.

ASQ DEPARTURES AWARDS

ASQ ARRIVALS AWARD

As a result of the pandemic, passengers are demanding new experiences, services and processes that emphasize health and hygiene and airports are adapting their infrastructure, adopting new technology, and streamlining their processes to best match these needs. ASQ is the only globally established programme that provides objective measurement and benchmarking for airports to help drive their performance.