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ACI announces recipients of the 2014 ASQ Awards

Posted: 17 February 2015 | Airports Council International

Excellence in passenger service takes centre stage with the announcement of the airports that raised passenger satisfaction to the next level in 2014…

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Airports Council International (ACI) is pleased to announce the recipients of the prestigious 2014 Airport Service Quality (ASQ) Awards. As the industry’s most comprehensive passenger service benchmarking tool, the ACI ASQ Survey has reliably captured passengers’ immediate appraisal from check-in through departure at the gate at more than 300 airports worldwide. These awards represent passengers’ views on 34 key service indicators and are an objective and accurate indicator of the top worldwide performing airports with regard to passenger service.

“Airports are more than simply points of departure and arrival,” said Angela Gittens, Director General, ACI World. “They are complex businesses in their own right. As such, a focus on serving the passenger has become increasingly important to ensuring success. In the fast-changing landscape of worldwide aviation, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance.

“At the end of the day, good business acumen comes down to a simple equation: better service, improved traffic and a healthier bottom line,” Gittens added.

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

“I see many airports on the 2014 top performers list that have made the cut year in and year out,” Gittens said. “It’s particularly satisfying to know that the benefits of the ASQ programme are long-term and far-reaching. Likewise, there are a number of new faces, effectively proving that ASQ has something to offer every airport, whether well-versed in passenger satisfaction or just beginning the journey toward customer service excellence.”

The following airports represent the best in class for their respective ASQ categories:

Best Airport by Region (first place)

Mauritius (Africa), Seoul Incheon (Asia-Pacific), Keflavik (Europe), Guayaquil (Latin America-Caribbean), Amman (Middle East), Indianapolis (North America)

Best Airport by Size* (first place)

Guayaquil (2–5 million), Haikou (5–15 million), Seoul Gimpo (15–25 million), New Delhi (25–40 million), Seoul Incheon (over 40 million)

* Passengers per year

Best Small Airport* by Region (first place)

Upington (Africa), Langkawi (Asia-Pacific), Murcia (Europe), Culiacan (Latin America-Caribbean), Victoria (North America)

* Fewer than 2 million passengers per year

Best Improvement by Region (first place)

Mauritius (Africa), Kolkata (Asia-Pacific), St. Petersburg (Europe), Santo Domingo (Latin America-Caribbean), San Antonio (North America)

The top ASQ performers for 2014 are as follows:

Best Airport by Region

Africa

1. Mauritius
2. Durban
3. Cape Town
4. Johannesburg
5. Nairobi

Asia-Pacific

1. Seoul Incheon
2. Singapore
3. Beijing
4. Haikou
5. New Delhi

Europe

1. Keflavik
2. Moscow Sheremetyevo
3. Porto
4. Malta
5. Zurich

Latin America-Caribbean

1. Guayaquil
2. Quito
3. Cancun
4. Nassau
5. Santo Domingo

Middle East

1. Amman
2. Abu Dhabi
3. Tel Aviv
4. Doha
5. Dubai

North America

1. Indianapolis
2. Tampa
3. Jacksonville
4. Sacramento
5. Ottawa

Best Airport by Region (fewer than 2 million passengers per year)

Africa

Upington

Asia-Pacific

Langkawi

Europe

Murcia

Latin America-Caribbean

Culiacan

North America

Victoria

 

Best Airport by Size

2–5 million passengers

1. Guayaquil
2. Mauritius
3. Ottawa
4. Nassau
5. Ahmedabad

5–15 million passengers

1. Haikou
2. Sanya
3. Hyderabad
4. Tianjin
5. Changchun

15–25 million passengers

1. Seoul Gimpo
2. Wuhan
3. Hangzhou
4. Cancun
5. Tampa

25–40 million passengers

1. New Delhi
2. Taipei Taoyuan
3. Chongqing
4. Shanghai Hongqiao
5. Mumbai

Over 40 million passengers

1. Seoul Incheon
2. Singapore
3. Beijing
4. Shanghai Pudong
5. Hong Kong

 

Best improvement

Africa

Mauritius

Asia-Pacific

Kolkata

Europe

St. Petersburg

Latin America-Caribbean

Santo Domingo

Middle East

Amman

North America

San Antonio

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