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    1. Airports

    ACI to Shine Spotlight on Airport Service Quality Award Winners in Gold Coast, Australia

    April 6, 2016
    The 2015 Airport Service Quality (ASQ) Awards Ceremony will be held on 19 April 2016 in Gold Coast, Australia during the 11th Airports Council International (ACI) Asia-Pacific Regional Assembly, Conference and Exhibition.
    Related To: Airports Council International - Europe
    Montreal, 5 April 2016 – Preparations are in full swing for the 2015 Airport Service Quality (ASQ) Awards Ceremony, to be on 19 April 2016 in Gold Coast, Australia during the 11th Airports Council International (ACI) Asia-Pacific Regional Assembly, Conference and Exhibition. The world's premier passenger service benchmarking programme for airports, ASQ, delivered over 550,000 in-depth passenger surveys at over 300 airports across more than 80 countries worldwide last year. The 2015 results represent the world's best in class airports where improving the customer experience is concerned—as appraised by passengers while they are traveling and the experience is fresh in their minds. 
    Given the growth of the ASQ programme, the 2015 results have been expanded to include a new category (Best Airport by Size and Region) and a more robust winners' lists (several airports have tied in their respective categories). Furthermore, new Top Airports by Region lists are now available on the ASQ website. These enhancements highlight the high proportion of worldwide airports—both large and small, from developing and developed countries—that are focusing on customer service as a means of fostering traveler loyalty in a highly competitive operating environment.
    "Airports' increasing concentration on ensuring a stellar passenger experience is part of a larger trend," noted Angela Gittens, Director General, ACI World. "Airports have evolved into complex, customer-focused businesses in their own right that in many cases are in competition for passenger traffic. From duty free and restaurants, to ambience, cleanliness, courtesy of staff, amenities, efficiency and more, air travelers are expecting big things from the airports through which they travel. We are looking forward to welcoming our 2015 winners to Gold Coast as we celebrate the good work they are doing on behalf of the world's passengers 24 hours a day, 365 days a year."
    The top airports for passenger service in 2015, as chosen by the world's travelers, are:

    Best Airport by Region (over 2 million passengers per year)

    Africa

    First place: Mauritius 
    Second place (tie): Cape Town; Durban 
    Third place: Johannesburg

    Asia-Pacific

    First place (tie): Seoul Incheon; Singapore 
    Second place (tie): Beijing; Mumbai; New Delhi; Sanya Phoenix; Shanghai Pudong 
    Third place (tie): Guangzhou Baiyun; Taiwan Taoyuan; Tianjin Binhai

    Europe

    First place (tie): Moscow Sheremetyevo; Pulkovo; Sochi 
    Second place (tie): Dublin; Malta; Prague; Zurich 
    Third place (tie): Copenhagen; Keflavik; London Heathrow; Porto; Vienna

    Middle East

    First place: Amman 
    Second place (tie): Abu Dhabi; Doha 
    Third place (tie): Dammam; Dubai; Tel Aviv

    North America

    First place: Indianapolis 
    Second place (tie): Dallas Love Field; Grand Rapids; Jacksonville; Ottawa; Tampa 
    Third place (tie): Austin; Detroit; Sacramento; San Antonio; Toronto Billy Bishop

    Latin America-Caribbean

    First place: Guayaquil 
    Second place: Quito 
    Third place (tie): Monterrey; Punta Cana

    Best Airport by Size

    2–5 million passengers per year

    First place: Jaipur 
    Second place: Lucknow 
    Third place: Guayaquil

    5–15 million passengers per year

    First place: Sanya Phoenix 
    Second place: Tianjin Binhai 
    Third place: Hyderabad

    15–25 million passengers per year

    First place: Seoul Gimpo 
    Second place: Wuhan 
    Third place: Denpasar

    25–40 million passengers per year

    First place (tie): Mumbai; New Delhi 
    Second place: Taiwan Taoyuan 
    Third place: Shanghai Hongqiao

    Over 40 million passengers per year

    First place (tie): Seoul Incheon; Singapore 
    Second place (tie): Beijing; Shanghai Pudong 
    Third place: Guangzhou Baiyun

    Best Airport by Region (under 2 million passengers per year)

    Africa: Upington 
    Europe: Skopje 
    North America: Portland 
    Latin America-Caribbean: Culiacan

    Best Airport by Size and Region (new category)

    Asia-Pacific

    2–5 million passengers per year: Jaipur 
    5–15 million passengers per year: Sanya Phoenix 
    15–25 million passengers per year: Seoul Gimpo 
    25–40 million passengers per year: New Delhi 
    Over 40 million passengers per year: Seoul Incheon

    Europe

    2–5 million passengers per year: Sochi 
    5–15 million passengers per year: Pulkovo 
    15–25 million passengers per year: Dublin 
    25–40 million passengers per year: Moscow Sheremetyevo 
    Over 40 million passengers per year: London Heathrow

    North America

    2–5 million passengers per year: Grand Rapids 
    5–15 million passengers per year: Indianapolis

    Most Improved Airport

    Africa: Nairobi 
    Asia-Pacific: Denpasar 
    Europe: Istanbul 
    Latin America-Caribbean: Kingston 
    Middle East: Dammam 
    North America: Saskatoon

    Airports Council International (ACI), the trade association of the world's airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable.

    The ASQ Survey covers 34 key service areas and includes 8 major categories such as access, check-in, security, airport facilities, food and beverage, retail and more. All participating airports use the same survey questions, creating an industry standard set of responses that allows participants to track and analyze their performance, as well as benchmark results against airports across the globe. All participating airports can view the ASQ survey results of all other participating airports on a confidential basis.

    Benchmarking allows participants to compare their airport's performance against industry best practices. Through the use of key performance indicators, participants see where their airport under—and over—performs; where improvements are required; and where investment is most likely to deliver the biggest return.

    Benchmarking offers a broad range of benefits, allowing participants to:

    · get an independent perspective on performance; 
    · identify areas of opportunity; 
    · understand passengers' needs, priorities and expectations; 
    · prioritize improvement opportunities; 
    · set and monitor performance expectations; and 
    · manage change effectively.

    For more information on ASQ, please visit http://www.aci.aero/Airport-Service-Quality/ASQ-Home. To view details of the 2015 ASQ results, please visit http://www.aci.aero/Airport-Service-Quality/ASQ-Awards/Current-Winners.