Airports Council International (ACI) World announces the winners of the 2017 Airport Service Quality (ASQ) Awards. In 2017, over half of the world’s 7.7 billion travelers passed through an ASQ airport.
This year an unprecedented sixteen airports are first-time winners, challenging best-in-class airports in the delivery of top-quality customer service. This phenomenon reflects the increasingly competitive airport industry operating environment, where continuous service improvement is a key ingredient in business performance. Airports make the customer experience a high priority.
First-time winners this year are: Rome Fiumicino (FCO), Newcastle (NCL), Athens (ATH), Zagreb (ZAG), Bandung (BDO), Indore (IDR), Ahmedabad (AMD), Casablanca (CMN), George (GRJ), Toronto Pearson (YYZ), San Jose (SJC), Cleveland (CLE), Los Cabos (SJD), Belo Horizonte (CNF) and Medina (MED).
Mumbai scoops first place for airports in Asia-Pacific serving over 40 million passengers a year. In North America, this top spot goes to Toronto Pearson and in Europe to Rome Fiumicino.
ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. The programme measures passengers’ views of 34 key performance indicators. 74% of the world’s top 100 busiest airports are part of the ASQ network which delivers 600,000 individual surveys per year in 42 languages in 84 countries. The programme served 343 airports in 2017.
“Objective measurement and benchmarking are critical in driving performance in any business especially in such a competitive and dynamic one as an airport,” said Angela Gittens, Director General, ACI World. “These winning airports have dedicated themselves to delivering a stellar customer experience. ACI World proudly recognizes the accomplishments of all airports in the global ASQ network. I look forward to celebrating with them in September.”
The ASQ Awards Ceremony will be held during the inaugural ACI Customer Excellence Global Summit, to be held in Halifax, Nova Scotia, Canada from 10–13 September 2018, hosted by Halifax International Airport Authority.
Best Airport by Region (over 2 million passengers per year)
Africa
First place: Casablanca (CMN)
Second place: Mauritius (MRU)
Third place: Durban (DUR)
Asia-Pacific
First place (tie): Delhi (DEL); Mumbai (BOM)
Second place (tie): Beijing (PEK); Denpasar (DPS); Haikou (HAK); Shanghai Pudong (PVG)
Third place: Sanya (SYX)
Europe
First place: Sochi (AER)
Second place (tie): Malta (MLA); Moscow Sheremetyevo (SVO); Porto (OPO)
Third place (tie): Rome Fiumicino (FCO); Zurich (ZRH)
Middle East
First place: Abu Dhabi (AUH)
Second place (tie): Amman (AMM); Medina (MED)
Third place: Dubai (DXB)
North America
First place (tie): Indianapolis (IND); Jacksonville (JAX)
Second place (tie): El Paso (ELP); Ottawa (YOW); Toronto Billy Bishop (YTZ)
Third place (tie): Austin (AUS); Columbus (CMH); Dallas Love Field (DAL); Halifax (YHZ); Pittsburgh (PIT); San Antonio (SAT); San Jose (SJC); Tampa (TPA)
Latin America-Caribbean
First place: Guayaquil (GYE)
Second place: Los Cabos (SJD)
Third place (tie): Nassau (NAS); Punta Cana (PUJ)
Best Airport by Size
2–5 million passengers per year
First place: Lucknow (LKO)
Second place: Guayaquil (GYE)
Third place: Bandung (BDO)
5–15 million passengers per year
First place: Hyderabad (HYD)
Second place (tie): Balikpapan (BPN); Hohhot (HET)
Third place: Cochin (COK); Kolkata (CCU); Pune (PNQ)
15–25 million passengers per year
First place (tie): Denpasar (DPS); Haikou (HAK); Sanya (SYX)
Second place: Bangalore (BLR)
Third place (tie): Chennai (MAA); Surabaya (SUB)
25–40 million passengers per year
First place: Chongqing (CKG)
Second place: Seoul Gimpo (GMP)
Third place: Tokyo Narita (NRT)
Over 40 million passengers per year
First place (tie): Delhi (DEL); Mumbai (BOM)
Second place (tie): Beijing (PEK); Shanghai Pudong (PVG)
Third place: Taipei Taoyuan (TPE)
Best Airport by Region (under 2 million passengers per year)
Africa: George (GRJ)
Europe: Murcia (MJV)
North America: Portland Maine (PWM)
Latin America-Caribbean: Mazatlan (MZT)
Asia-Pacific: Indore (IDR)
Best Airport by Size and Region
Asia-Pacific
2–5 million passengers per year: Lucknow (LKO)
5–15 million passengers per year: Hyderabad (HYD)
15–25 million passengers per year: Denpasar (DPS)
25–40 million passengers per year: Chongqing (CKG)
Over 40 million passengers per year: Mumbai (BOM)
Europe
2–5 million passengers per year: Newcastle (NCL)
5–15 million passengers per year: Sochi (AER)
15–25 million passengers per year: Athens (ATH)
25–40 million passengers per year: Moscow Sheremetyevo (SVO)
Over 40 million passengers per year: Rome Fiumicino (FCO)
Latin America-Caribbean
2–5 million passengers per year: Guayaquil (GYE)
5–15 million passengers per year: Punta Cana (PUJ)
Middle East
5–15 million passengers per year: Medina (MED)
North America
2–5 million passengers per year: Ottawa (YOW)
5–15 million passengers per year: Indianapolis (IND)
15–25 million passengers per year: Tampa (TPA)
25–40 million passengers per year: Minneapolis (MSP)
Over 40 million passengers per year: Toronto Pearson (YYZ)
Most Improved Airport by Region
Africa: Nairobi (NBO)
Asia-Pacific: Ahmedabad (AMD)
Europe: Zagreb (ZAG)
Latin America-Caribbean: Belo Horizonte (CNF)
Middle East: Dubai (DXB)
North America: Cleveland (CLE)
