ACI announces recipients of the 2013 ASQ Awards

Airports Council International (ACI) is pleased to announce the recipients of the prestigious 2013 Airport Service Quality (ASQ) Awards. As the industry’s most comprehensive customer service benchmarking tool, the ACI ASQ survey reliably captures passengers’ immediate appraisal from check-in through departure at the gate at more than 285 airports. These awards represent passengers’ views on 34 key service indicators and are an objective and accurate indicator of the top world-wide performing airports.

“As airports face the increasingly competitive and demanding aviation market, it is crucial to keep a focus on meeting and exceeding passenger expectations. Airport managers need factual intelligence to guide their efforts and optimize their investments. The ASQ Survey is a tool that provides data that enables airports to identify what their passengers value most and what the airport community needs to do to achieve excellence in customer service. The results over time demonstrate that airports are paying close attention to the feedback from their passengers and undertaking corrective action to improve the passenger experience,” said Angela Gittens, Director General ACI World.

The ASQ Awards are presented in four categories that include: Best Airport by Region, Best Airport by Size, Best Small Airport and Best Improvement.

“We can see that airport community leaders are continuously reviewing and enhancing their services. Airports work diligently to improve their performance by adopting customer focused strategies,” said Gittens.

Best Airport by Region (first place)
Cape Town (Africa), Seoul Incheon (Asia-Pacific), Moscow Sheremetyevo (Europe), Guayaquil (Latin America-Caribbean), Abu Dhabi (Middle East), Indianapolis (North America).

Best Airport by Size* (first place)
Changchun (2-5m), Haikou (5-15m), Seoul Gimpo (15-25m), Seoul Incheon (25-40m), Singapore (over 40m).
* Millions of Passengers Per year

Best Small* Airport by Region (first place)
Upington (Africa), Skopje (Europe), Quebec City (North America), Mazatlan (Latin America-Caribbean), Langkawi (Asia-Pacific).
* Fewer than 2 million passengers per year

Best Improvement by Region (first place)
East London (Africa), Kolkata (Asia-Pacific), Gothenburg (Europe), Nassau (Latin America-Caribbean), Amman (Middle East), San Antonio (North America).