Did you know Asia-Pacific and Middle East Airports Topped ACI’s Airport Service Quality Awards in 2019?

We have all been hit by the force of COVID-19 in 2020, changing our lives from the way we socialize, eat, work and travel. Businesses across the board have stepped up customer-centric efforts by providing hand sanitizer, frequently cleaning in public areas, and more. In the aviation industry too, airports are prioritizing the health and safety of travelers to meet with the new normal.

Last week, ACI held a virtual celebration for this year’s Airport Service Quality (ASQ) award winners, recognizing airports around the world that deliver the best customer experience in the opinion of their own passengers. The virtual celebration was held via an active social media campaign with the hashtags #ASQCustomerExWeek and #ASQAwards across digital channels.

This year, 84 individual airports from around the world won 140 awards, the largest-ever number of recipients.

The largest group of winning airports are from Asia-Pacific and the Middle East with twentynine airports receiving recognition for their outstanding customer service excellence. Singapore Changi Airport remained consistent in achieving multiple awards, securing its position as a leading airport in customer experience in Asia-Pacific. Oman Airports Management Company dominated the Middle East’s success with four awards.

Our Director General, Mr. Stefano Baronci said, “We appreciate and applaud these airports for their commitment to providing customer service at high standards to passengers during these very trying times with the COVID-19 outbreak.”

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. In the coming award, health and hyenine questions will be included to prevail the aviation industry to recover from the COVID-19 pandemic.

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. In 2019, more than half of the world’s 8.8 billion travelers passed through an ASQ airport.