Airport Service Quality Forum

Prague, Czech Republic • 13–15 September 2017

*This event has passed. A special thanks to all delegates who attended the event. View photos from the ASQ Forum in Prague, Czech Republic

The ACI Airport Service Quality (ASQ) Forum in Prague, Czech Republic allows for face-to-face discussions between the airports of the world and the members of the ACI ASQ team on the key findings and learnings from ASQ, and how the programme can continue to be enhanced.  

For airports participating in the ASQ programme, there is no attendance fee—just a great opportunity to connect to the airport community, share best practices and learn more about passenger satisfaction.

The theme of the 2017 ASQ Forums is "Cultivating a Customer Experience Airport Community".

This theme recognizes that putting the passenger first is a shared priority among all aviation stakeholders and ACI will give focus to the role of all members of the airport community in cultivating a culture of customer service excellence. Aligning all stakeholders in their pursuit of airport customer service excellence can be a powerful tool to improving the passenger experience, employee satisfaction and raising non-aeronautical revenues.

With forums scheduled in Asia, Europe and the Americas, participants will hear from a variety of airport industry players from different regions and will include presentations, productive discussions and networking opportunities. Do not miss the opportunity to take part in the conversations that are on the cutting edge of airport customer service research.

This ASQ Forum, will also be offering a full-day training session one day prior to the start of the forum for ASQ management colleagues at ASQ member airports, so make sure to take advantage of this complementary offer!
When: 13–15 September 2017    
Where: Prague, Czech Republic    
Venue: TBC    
Audience: ASQ member airports; airports who want to learn more about improving passenger experience; airports interested in ASQ programme  
Who should attend?    
  • Airport directors
  • Airport service quality managers
  • Customer experience and operations staff
  • Quality managers
  • Business performance managers
  • Business intelligence directors and managers
  • Directors and managers of Airport Concessions
  • Guest experience directors and managers
  • General mangers
  • Market research and customer relations directors and managers
  • All other members of airport staff who monitor customer experience and passenger satisfaction
For any questions on the ASQ Forums or how to join the ACI ASQ programme, please email  

Guest speaker added to conference programme!

Rohit Talwar is a global futurist, keynote speaker and the CEO of Fast Future.  He brings a highly practical and no-nonsense approach to helping major global businesses get out of their own way and give themselves permission to open up and consume the gifts they are being given by a rapidly changing and increasingly digital world. From law firms to auto manufacturers, he helps leaders create the environment and a culture where digital is embraced and rapid experimentation drives learning and step-change growth. He has a particular interest in Artificial Intelligence.

As a publisher he is applying the principles of exponential thinking to create a new model for a traditional industry. Rohit is the author of Reinventing the Airport Ecosystem and regularly delivers speeches and workshops to airports and airlines around the globe. His airport clients include Christchurch, Denver, Edmonton, LAX, Mumbai International, Quebec, Paris Airports, Schiphol, Wellington and  Vancouver. Other key clients include Air Plus, Amadeus, American Express, FCm Travel, Sabre, Siemens Airports Services, Travelex, Travelport, Vantage Airport Group and a number of industry events. Rohit is the editor and contributing author for a recently published book The Future of Business, editor of Technology vs. Humanity and co-editor of a forthcoming book on The Future of AI Business.

If you would like a copy of the conference programme, email 

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