Airport Service Quality (ASQ)

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ACI’s Airport Service Quality (ASQ) is the world-renowned and globally established global benchmarking programme measuring passengers’ satisfaction whilst they are travelling through an airport.

The ASQ programme provides the research tools and management information to better understand passengers’ views and what they want from an airport’s products and services.

Making your airport more competitive is good business, and increasing passenger satisfaction will provide you the necessary edge over your competition.

Across the globe, passengers are demanding higher levels of service. Likewise, regulators are paying closer attention to airport service provision and quality of service delivery.

Competition among airports has reached new heights as structural and ownership changes bring new stakeholders and business models into the industry.

Gone are the days when airports were merely points of departure and arrival. Today, airports are complex, multifunctional travel centres offering a wide range of services. Indeed, many have non-aeronautical revenues reaching more than half of total revenues. Airports have become key drivers of social and economic progress in cities, regions and countries the world over.

In this fast-changing landscape, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance. ASQ research is in place in airports that serve more than half the world’s 6.6 billion annual passengers and provides unique data indicating:

  • how passengers rate your airport’s services;
  • how your airport compares to others around the world by traffic type, size, regions, etc.;
  • which aspects are of particular importance for your specific airport; and
  • how passengers’ perceptions and priorities are changing over time.


ASQ puts that information, and much more, at your fingertips.

For more information about the Airport Service Quality programme please contact us:

  •     +1 514 373 1200