During the Customer Experience Global Summit on Sept. 8, Airports Council International (ACI) World in partnership with Amadeus celebrated the winners of this year’s Airport Service Quality awards, which highlight the world’s best airports as judged by their customers.
While the COVID-19 pandemic has had a dramatic impact on global passenger traffic in 2020, it has also affected the expectations customers have for the airport experience. In response, ACI has ensured the ASQ program has evolved with these changing times along with airports that have adapted to better serve their customers.
ACI introduced a new award – “Best Hygiene Measures by Region” – based on hygiene-related questions added to the survey questionnaire. This provides 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 awards celebration – held as a hybrid event comprising virtual and physical elements and sponsored by ACI World’s partner Amadeus – recognized 108 awards, which have been won by 89 individual airports around the world.
The winners of the ASQ awards for Best Airport by Size & Region and for Best Hygiene Measures by Region, the inductees to the ACI Director General’s Roll of Excellence, and those receiving the Voice of Customer recognition were celebrated.
“Amid the most challenging year in the history of our industry, ACI’s ASQ awards recognize airport members that have prioritized listening and responding to the voice of the customer – this has never been more important,” ACI World Director General Luis Felipe de Oliveira said. “I celebrate and congratulate all our winners and those recognized today as they set an example for the entire industry as we rebuild crucial global connectivity and lead the global economic recovery. ACI continues to adapt the ASQ program to ensure the benchmarking and findings remain the industry standard and reflective and relevant for the changing landscape of air travel. I am very happy that we have also continued our successful partnership with global travel technology company Amadeus to deliver the awards.”
Global travel technology company Amadeus and ACI World have entered into a long-term partnership to deliver the ASQ Awards, furthering the support for airports to improve the travel experience for passengers all over the world.
“Across the world, airports are adapting the passenger experience to provide a safer and more streamlined airport journey. New technologies like biometrics and contactless self-service will be key to help our industry rebuild air travel so that it’s better for passengers and airport players alike,” said Elena Avila, EVP Airport IT and Airline Operations, Amadeus. “Today we celebrate airports that, despite the difficulties of the current environment, place the passenger at the center of what they do, and encourage business transformation while moving the industry forward. We are delighted to continue supporting the ASQ awards together with ACI and join them in congratulating all the winners.”
