Airports Council International (ACI) World in partnership with Amadeus has celebrated the winners of this year’s Airport Service Quality awards which highlight the world’s best airports as judged by their customers. This was during the Customer Experience Global Summit this week
While the COVID-19 pandemic has had a dramatic impact on global passenger traffic in 2020, it has also affected the expectations customers have for the airport experience. In response, ACI has ensured the ASQ program has evolved with these changing times along with airports that have adapted to better serve our customers.
The awards celebration recognized 108 awards which have been won by 89 individual airports around the world.
“Amid the most challenging year in the history of our industry, ACI’s ASQ awards recognize airport members that have prioritized listening and responding to the voice of the customer – this has never been more important,” ACI World Director General Luis Felipe de Oliveira said.
“Across the world, airports are adapting the passenger experience to provide a safer and more streamlined airport journey. New technologies like biometrics and contactless self-service will be key to help our industry rebuild air travel so that it’s better for passengers and airport players alike” said Elena Avila, EVP Airport IT and Airline Operations, Amadeus.
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. More than half of the world’s travellers pass through an ASQ airport.
2020 ASQ Award winners for “Best Airport by Size & Region”
Under 2 million passengers per year
- Moi International Airport – Mombasa, Kenya
2 to 5 million passengers per year
- Kotoka International Airport – Accra, Ghana
5 to 15 million passengers per year
- Jomo Kenyatta International Airport – Nairobi, Kenya
- Nnamdi Azikiwe International Airport – Abuja, Nigeria
2020 ASQ Award winners for “Best Hygiene Measures by Region”
ACI has introduced this as a new award based on hygiene related questions added to the survey questionnaire. This provides airports with a reliable method of gauging customer response to new health measures and recognizes airports’ success in responding to the intense focus on hygiene.
- Sir Seewoosagur Ramgoolam International Airport – Port Louis, Mauritius
ACI Director General’s Roll of Excellence
This recognizes airports that have consistently delivered excellence in customer service by winning multiple ASQ awards over a five-year period during the past 10 years.
2020 Inductees – Africa
- Cairo (CAI)
- Cape Town (CPT)
- Durban (DUR)
- Johannesburg (JNB)
- Mauritius (MRU)
- Nairobi (NBO)
- Upington (UTN)
“The Voice of the Customer” Recognition
This is given to airports which demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) Departures survey, to help them better understand their customers during the pandemic.
Recognized airports – Africa
- Dakar Blaise Diagne International Airport (Diass, Senegal)
- Jomo Kenyatta International Airport (Nairobi, Kenya)
- Kotoka International Airport (Accra, Ghana)
- Moi International Airport (Mombasa, Kenya)
- SSR International Airport (Mauritius, Mauritius)
- Tunis Carthage Airport (Tunis, Tunisia)