Milwaukee Mitchell International Airport (MKE) has earned its first-ever Airports Council International (ACI) World 2021 Airport Service Quality (ASQ) Award for its success in delivering an outstanding customer experience.
Airport Service Quality awards showcase the world’s best airports as voiced by travelers through independent surveys administered while they are at the airport. To qualify for an award, an airport must participate in the ASQ survey throughout the year and demonstrate quality, commitment, and consistency.
MKE was awarded a 2021 ASQ Award for Best Airport by Size and Region. MKE competed with airports across North America with 5 to 15 million annual passengers (prior to COVID-19). MKE is one of only eight airports in the U.S. and the only airport in Wisconsin or Illinois to receive a 2021 ASQ Best Airport award.
“This ASQ award is the most coveted and prestigious customer experience honor any airport can receive. I commend and congratulate the entire MKE Airport Team for prioritizing customer service and health safety to deliver the best possible passenger experience during the pandemic,” Milwaukee County Executive David Crowley said. “As the world reopens and travelers take to the skies, your stress-free vacation begins as soon as you set foot in our MKE airport.”
The ASQ program is the world’s leading airport customer experience measurement and benchmarking program. It is considered the gold standard in measuring passenger satisfaction across 34 key performance indicators including ease of check-in, security, airport facilities, and more. The Best Airport award is given to airports that receive the highest overall satisfaction scores on passenger surveys.
“For the first time in MKE history, it’s an honor to see Milwaukee Mitchell International Airport, including our staff and our partners, receive this well-deserved recognition for providing an outstanding level of service to our passengers,” said Airport Director Brian Dranzik. “These awards are determined through direct passenger feedback, so it’s gratifying that they are having a world-class experience when they choose MKE.”
“I congratulate MKE on this remarkable achievement which clearly demonstrates that they are prioritizing their customers during a very difficult year when ensuring their voices are heard is crucial,” said Luis Felipe de Oliveira, Director General, ACI World. “The ASQ Awards represent the highest possible customer experience accolade for airport operators around the world.”
The award will be presented at the ACI Customer Experience Global Summit in Krakow, Poland later this year.