March 2 - Airports Council International (ACI) World has revealed this year’s Airport Service Quality awards which highlight the world’s best airports as judged by their customers.

 

The COVID-19 pandemic had a dramatic impact on global passenger traffic in 2020 as well as changing customer perceptions and expectations of the airport experience. Despite the challenges posed by the pandemic, airports managed to collect ASQ surveys from their customers throughout the year and 108 awards have been won by 89 individual airports around the world.

 

Based on new hygiene related questions added to the survey questionnaire, ACI has introduced a new award – ‘Best Hygiene Measures by Region’ – of which there are 33 inaugural winners.

 

This award provided airports with a reliable method of gauging customer response to new health measures and recognizes airports’ success in responding to the intense focus on hygiene. The new category also complements ACI’s Airport Health Accreditation programme, launched last year, which has resulted in more than 275 airports being accredited already.

 

This year, ACI World entered into a long-term partnership with global travel technology company Amadeus to deliver the ASQ Awards.

 

Best Hygiene Measures by Region

 

Best Airport by Size & Region

 

The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.

 

ACI adapted the rigorous quality control process for the ASQ awards programme to ensure the benchmarking and findings from the ASQ surveys remained of the highest quality during the COVID-19 pandemic.

 

 

---

More Travel News:

AMResorts properties now offer on-site COVID testing and free 14-day resort quarantine
Emirates Economy Class customers can now purchase empty adjoining seats
Delaying the restart of international travel will cost the UK economy almost £27 billion
WTTC’s ground-breaking ‘Safe Travels’ stamp reaches its 250th destination