Ezeiza International Airport: A global leader in commercial satisfaction according to ASQ

c: Aeropuertos Argentina

Ezeiza International Airport was recognised as the best airport in the world for commercial satisfaction, according to the latest Airport Service Quality (ASQ) Commercial study for Q4 2024. This prestigious recognition highlights Ezeiza’s commitment to an exceptional commercial experience, reinforcing its position as a global airport industry benchmark.

The ASQ Commercial programme, developed by the Airports Council International (ACI), is the world’s leading airport customer experience measurement framework. It evaluates passenger satisfaction based on their commercial experiences during their time at the airport. Through standardised surveys, it provides a comprehensive analysis of three key areas:

• Duty-free stores: Assessed for product variety, inclusion of local offerings, quality, price-value ratio and customer service.
• Retail stores (shopping): Evaluation based on store selection, product diversity, promotional offerings and service quality.
• Restaurants and food services: Measured for gastronomic variety, food and beverage quality, service speed and cleanliness levels.

Beyond these core commercial aspects, the ASQ Commercial programme also considers general airport infrastructure and convenience factors such as cleanliness, restroom availability, seating areas, store proximity, and accessibility to flight information screens – all crucial elements in shaping a seamless and satisfying passenger journey.

Outstanding performance in global rankings

With an exceptional score of 4.30 out of 5 and an 81% net passenger satisfaction rate, Ezeiza International Airport outperformed other major global hubs, including Osaka (74%), San Francisco (61%), Istanbul (58%) and Atlanta (46%). These results demonstrate Ezeiza’s strategic efforts to enhance its commercial ecosystem, ensuring a world-class experience for all travellers.

c: Aeropuertos Argentina

A robust and diversified commercial offering

As Argentina’s primary international hub, Ezeiza operates under the concession of Aeropuertos Argentina and offers a comprehensive commercial landscape designed to meet the diverse needs of travellers. Its facilities include:

• Twenty-one renowned gastronomic brands spread across 30 locations, providing a mix of local flavours and international cuisine
• Twelve leading retail brands with 30 stores, offering everything from luxury goods to travel essentials
• Seven strategically positioned duty-free shops located between pre-boarding areas and international arrivals
• Nine VIP lounges, ensuring premium comfort and exclusivity for travellers
• Six top-tier car rental companies, providing seamless mobility options
• Twelve dedicated passenger service locations, enhancing convenience and support for all travellers.

Key achievements in passenger satisfaction

The recognition from ASQ Commercial underscores Ezeiza’s commitment to excellence across multiple service areas:

• 80% of passengers visit commercial areas, with a 67% conversion rate in purchases
• Outstanding satisfaction scores in cleanliness (81%) and staff service (86%)
• High conversion rates in restaurants (81%) and retail stores (67%), reflecting the airport’s ability to meet traveller expectations effectively.

c: Aeropuertos Argentina

A unique commercial approach: three pillars of excellence

Ezeiza’s commercial offering is built upon three fundamental principles:

1. A diverse and extensive selection of products and services that cater to a broad range of passenger preferences
2. Presence of premium international and local brands, ensuring high-quality standards in every commercial space
3. A transparent pricing policy, aligning airport prices with street-level franchise pricing in Buenos Aires, ensuring fair value for travellers.

Our mission: hyper-personalisation of the passenger experience

At Ezeiza International Airport, we continuously strive to redefine the passenger experience through hyper-personalisation – a strategic approach focused on enhancing every touchpoint and curating services tailored to the unique needs of each traveller.

Our goals

We aim to understand our passengers better. By gaining deeper insights into their expectations, motivations and behaviours we will be able to optimise their experience at every interaction. This, in turn, will enhance their journey, aiding our goal of making the travel experience more enjoyable through identifying and addressing improvement opportunities at every stage.

We are working on evolving our product and service offerings, ensuring relevance, appeal and alignment with evolving traveller demands. Designing and adapting our commercial offering to create experiences that align with the needs and expectations of passengers, will ensure their satisfaction while driving business growth.

c: Aeropuertos Argentina

Why do we do it?

By transforming every phase of the passenger journey, adapting to personal preferences and needs, each passenger feels personally identified with the product and service, as if it were created just for them. Through developing customised commercial strategies, we ensure that travellers find what they need – and more.

Setting new standards for product and service excellence, guarantees top tier quality in every interaction. In addition, meeting our goals means optimising operational efficiency, anticipating demand and providing real-time solutions.

These achievements reinforce Ezeiza’s position as a global leader in airport commercial satisfaction, reaffirming our unwavering commitment to delivering a world-class travel experience through innovation, customer focus and excellence in service.

c: Aeropuertos Argentina

Mariana Camodeca holds a degree in marketing and has over 20 years of experience in the airport industry. She began her career in the airline sector, gaining a comprehensive understanding of the airport ecosystem before joining Aeropuertos Argentina. She worked in the advertising department and has been involved in numerous commercial projects at airports across the country. Her contribution was key to the transformation of the commercial proposal for the new departures terminal at Ezeiza International Airport. She has also collaborated on initiatives related to digital business and real estate for airports nationwide. Currently, she serves as the Product Owner of the strategic mission for hyper-personalisation, driving passenger-centred solutions with an innovative approach aligned with emerging industry trends.

c: Aeropuertos Argentina

Lucila Mingrone is a certified English public translator with six years of experience in the airport industry. She began her career in customer experience, specialising in passenger service and complaint management. Her role provided her with deep insight into passenger behaviour. She is currently part of the strategic mission for hyper-personalisation, focused on developing innovative, passenger-centred solutions.