Airport Service Quality (ASQ)

Client Testimonials ASQ Award winners 2015


Sanya Airport

Airport Code: SYX
Region: Asia Pacific
Country: China
Size: 5 - 15 Mpax

"Sanya Phoenix International Airport is a modern domestic trunk airport qualified with 4E rate which can meet large aircraft take-offing and landing requirements, such as Boeing 747, Airbus 340. Phoenix Airport was officially opened on July 1st 1994. By the end of 2015, the airport has opened 129 routes which connected with 78 domestic and overseas cities. The passenger throughput reached 16.1919 million in 2015.

In recent years, Phoenix Airport has been awarded as a series of honorary titles, such as “Best Progress Airport in Asia Pacific Region”(ACI). Phoenix Airport has successfully completed service work of several important flights of state leaders, government guests and other major events which received widely recognized by the community."

Delhi Indira Gandhi Intl Airport

Airport Code: DEL
Region: Asia Pacific
Country: India
Size: 25 - 40 Mpax

DIAL CEO Mr. I Prabhakara Rao said:
"Staying motivated in business and working together as a team is really less about what you hear and think, and more about what you do and achieve. The IGI Airport partners and employees have relentlessly delivered distinct experience to our passengers enabling us to achieve three coveted awards including world number 1 position twice in a row, best Airport by Size and Region – Asia Pacific (25 – 40 MPPA) and 2nd best Airport by Region – Asia Pacific. These achievements reiterate our commitment towards fulfilling our Hon’ble Prime Minister’s ‘Make in India’ mission and also act as a constant catalyst to create a new paradigm of passenger experience. In the fast-changing landscape of worldwide aviation, ACI-ASQ benchmarking programme is the key for understanding how to enhance passenger satisfaction and improve business performance."

DIAL CEO Mr. I Prabhakara Rao said:
"DIAL commends the efforts made by its stakeholders such as the airport security agencies - CISF, BCAS, Delhi police; Customs, Immigration and also Airlines, Concessionaires and various service providers and support staff. DIAL values and acknowledges its shareholders; Airports Authority of India (AAI) and Fraport AG. Above all, we would like to convey our sincere gratitude to our passengers with a pledge to continue striving for the best and deliver a World Class airport experience to them"

Mumbai Chatrapati Shivaji Intl Airport

Airport Code: BOM
Region: Asia Pacific
Country: India
Size: 25 - 40 Mpax

"When MIAL took on the mandate of modernizing and redeveloping CSIA, we started with a vision to transform it into the best airport in the world. Today, we can look back on the years and all that we have done with proud satisfaction, knowing that we stand exactly where we wanted to – at the very top, right up there with the world’s best.

We thank ACI for honouring us with the ‘Best Airport in the World - 2015’ award in the 25-40 million passengers per year category, a sobriquet that we shall cherish and promise to work hard to live up to.

The ASQ Awards are based on passenger satisfaction survey and are therefore the highest possible accolade an airport could hope for. The fact that we have been featured highly in the survey results for five consecutive years is a clear reflection of our commitment to achieving excellence in customer service.

Over the years, we have continuously upgraded CSIA to an airport that delights its guests by offering best in-class comfort and convenience. We have partnered with well-known international experts for airport design and operations in order to match global standards.

We believe that it is the passenger experience – their convenience and comfort - that truly defines an airport. We have employed the latest technologies, and introduced facilities and services which even international passengers have acknowledged to be at par with the best around the world.

Today, we are at a very good place on the journey we had set out on. And from where we see it, the road ahead promises to be every bit as exciting and beautiful as the one we have traversed. "

Shanghai Pu Dong Airport

Airport Code: PVG
Region: Asia Pacific
Country: China
Size: > 40 Mpax

"Shanghai pudong International Airport was completed and came into operation in September 1999. Currently Pudong Airport possesses two terminals and four runways and is served by 102 airlines offering flights within a network of 120 international(area) cities and 102 domestic cities. In 2015, it witnessed the handling capacity of 449200 movements, 60.0981 million passengers and 3.2752 million tons of cargo and becomes one of worldwide busiest airports. We, following the service philosophy of “Security, facilitation and humanization” from the beginning to end, carry out lean operation and continual improvement, constantly elevate service capacity and service management level, provide the brilliant airport service experience to China and foreign passengers and do our best to achieve the service goal of best airport in China and first class in the world."

Taiwan Taoyuan Int Airport

Airport Code: TPE
Region: Asia Pacific
Country: Chinese Taipei
Size: 25 - 40 Mpax

Thanks to ACI ASQ survey again, Taoyuan Airport keeps improving its services for customers on a basis of this wonderful mechanism, listening to passengers’ feedback, which help us understand our strengths, weaknesses, and things we can do to make our performance better.

"We enjoyed another record high 2015 passenger volume, nearly 38.5 million, necessitated the renovation of both the airside and landside facilities for more efficient operation. Recalling back the past year, we redesigned the security check line in the two terminals for quick clearance procedure. Our Operation Control Center (OCC) now monitors all check-in counters and security lines, and will inform airline staff and the aviation police immediately to open more counters and check lines once traffic jam is discovered.

More than this, our “Two Runway Rehabilitation Project” was completed after 2-year work on Christmas Eve of 2015, to fulfill our airside service commitment to airlines and its passengers. To welcome the arrival of A380 and A350 aircrafts, we installed three brand new passenger bridges to quick the passenger flow between the cabin and the terminal. Relevant operational facilities, including runway ILS, check-in counters, and BHS systems, were altogether renovated to give passengers top services.

In terms of arrival facilities, we opened new culture exhibitions in the arrival concourse and waiting lounges for passengers to have a pleasant mood upon getting into the terminal. The new, sturdy, and quiet trolleys in the arrival halls are easy to use and help passengers bring baggage to the curbside, where they are greeted by new shuttle buses and carried to destinations in major cities of Taiwan.

These improvements in 2015 are just part of the efforts we put to renovate Taoyuan Airport. We will continue to work with 232 airport partners and 30,000 airport employees, bringing our services to a higher level."

Tianjin Airport

Airport Code: TSN
Region: Asia Pacific
Country: China
Size: 5 - 15 Mpax

"Tianjin is the birthplace of Chinese civil aviation and Tianjin Airport is known as the "cradle of new Chinese civil aviation." Tianjin Binhai International Airport (TBIA) have two terminals, construction area of T1 is 116,000 square meters. It is mainly used for international and regional passenger services. T2 officially put into use on August 28th, 2014, with the construction area of 248,000 square meters. It mainly provides service for domestic passengers. There are two runways with dual parallel runways isolation mode of operation. TBIA has capability to support annual passenger throughput of 30 million and cargo throughput of 730,000 tons. In 2015, passenger throughput of TBIA reached 14,314,000 passengers, increasing by 18.6%, and growth rate ranked the forefront of 10 mppa size airport in China. TBIA is also rapidly growth as the second air corridor of Beijing."

Through scientific management, efficient operation and sincere services, TBIA creates a good travel feeling for passengers and is committed to building regional hub and Chinese International Aviation Logistics Center.

Wuhan Airport

Airport Code: WUH
Region: Asia Pacific
Country: China
Size: 15 - 25 Mpax

"Wuhan Tianhe Airport insist on service management system (CSMs) customer satisfaction oriented, service culture concept, " Empathy of chu" brand as the cornerstone, ACI passenger satisfaction evaluation, evaluation of service industry, mysterious passenger evaluation multi views of system integration, grasps key, promoting the short side, and actively to supplement and improve the hardware resources, carding process, airport service overall remained stable, upward trend.

Airport of Chu, Full of Empathy" service brand won the China Quality Association, "National Customer Satisfaction service," the honorary title of the Wuhan Tianhe International Airport ACI passenger satisfaction for many years ranked the forefront of the global similar airport, the Chinese Civil Aviation Airport Association 2013-2014 annual "Guest satisfaction excellence Award."


Copenhagen Airport

Airport Code: CPH
Region: Europe
Country: Denmark
Size: 15 - 25 Mpax

"We are proud to receive the ASQ award that ranks Copenhagen’s Airports customer experience among some of the best airports in the world. We are never better than our latest customer’s experience, and this award recognizes our effort to offer the best available service to passengers and airlines. We are dedicated to make our passengers feel welcome, and it is always great to see that our approach is appreciated. It's an important acknowledgement of the commitment of all our employees and business partners, and it is one that we should be proud of and must continue to live up to."

London Heathrow Airport

Airport Code: LHR
Region: Europe
Country: United Kingdom
Size: > 40 Mpax

"Heathrow is excited and proud to have been named ‘Best Airport in Europe - for over 40m passengers’ in this inaugural ACI award category of ASQ (Airport Service Quality). ASQ is an independent and international measure of service and to win the Best Airport In Europe is a tribute to the hard work of colleagues across Heathrow who are bringing our vision to life – to give passengers the best airport service in the world. Winning this award recognises the investment we are making in service excellence by putting passengers at the heart of all we do – be this our service values, investment in our facilities or the daily contact of colleagues with millions of passengers every year. Heathrow continues to show it is the UK’s premier airport and is the right choice for expansion – proving it can be better as well as bigger."

Istanbul Ataturk Airport

Airport Code:IST
Size:> 40 Mpax

TAV has always focused on maximizing customer satisfaction throughout all its operations since its establishment. We are following up on the expectations and needs of customers closely and accordingly providing them the appropriate solutions. Last year Istanbul Atatürk Airport was the third busiest airport of Europe after London and Paris with 61.3 million passengers.

"We are continuously investing and innovating to offer the best travel experience to our passengers. Last year, we completed a major renovation project in Istanbul Ataturk, in order to improve passenger flow. Duty-free store areas and food courts have been enlarged and redesigned to serve the increased passenger flow, while accommodating the increasing transit passenger traffic. Also, biometric passport checks were initiated at the terminal. The Obstacle-Free Airport Project of our company has been named as a best-practice at the UN Conference of States Parties to the Convention on the Rights of Persons with Disabilities in New York.

TAV is in collaboration with all industrial stakeholders, especially the State Airports Authority, the Civil Aviation General Directorate and Turkish Airlines, to provide a safe, swift and comfortable travel experience to all our passengers. The ongoing extension project at the international terminal will be completed in the first half of this year, adding another 20 million passengers to the airport’s annual capacity.

The ASQ program by ACI World has always been a fundamental tool in providing us with crucial feedback on how to improve our services. I would like to emphasize that we are honored to receive this award given solely upon the feedback of the passengers."

Reykjavik Keflavik International Airport

Airport Code: KEF
Region: Europe
Country: Iceland
Size: 2 - 5 Mpax

"Isavia focuses on providing the ever-increasing stream of travellers with outstanding services at Keflavík International Airport. It is a challenging task to keep the service levels up at the same time the annual passenger growth is between 20-30%. This is only possible with great ambition and extensive cooperation with all service providers at the airport, whether it is the police, customs, immigration, shops, restaurants or our own staff. The ASQ is a great benchmark for us to keep us at our best and see in which ways we can improve our services. It is particularly pleasing to see that we have been able keep high standards in our service and give a warm welcome to our passengers despite extensive growth."

Prague Airport

Airport Code: PRG
Region: Europe
Country: Czech Republic
Size: 5 - 15 Mpax

"Our passengers' satisfaction is the biggest success for us. Our goal is to ensure that their holidays, generally viewed as time spent relaxing and enjoying comfort in a nice environment, start at the airport. This premise was the base for our new project called: “Enhancing Your Airport Experience”, with the goal of improving the perception of the airport among passengers and the general public. An enormous amount of work has been done at Prague Airport last year. We try to see everything we do through the eyes of the passenger who arrivals and departures. To convince people to use an airport, it is important to offer them good service and an ample selection of air connections. A number of changes were carried out last year regarding products and services with the goal of expanding our offer and enhancing the services provided, improving the price/quality ratio.

We very much appreciate this award. Our airport’s results in the 2015 ASQ Survey demonstrate our professionalism, commitment and success in delivering that high level of customer service."

Václav Řehoř
Chairman of the Board of Directors, Czech Aeroholding

Sochi International Airport

Airport Code: AER
Region: Europe
Country: Russian Federation
Size: 2 - 5 Mpax

Sochi International Airport, managed by Basel Aero, a joint venture of Basic Element, Changi Airports International and the Sberbank of Russia, thanks the Airports Council International (ACI) for the organization of Airport Service Quality (ASQ) Awards among the airports worldwide, and for recognizing the Sochi airport as one of the best in Europe in terms of passenger service quality. Sochi International Airport joined the ACI ASQ in 2015.

Located in the south of Russia, in a unique natural and climatic area, Sochi International Airport is no stranger to managing high seasonality and peak loads. In summer, the airport services tourists coming to Sochi for a beach vacation, while in winter it welcomes passengers arriving at Sochi ski resorts. Annually Sochi also hosts summer and winter sports competitions of various levels, forums and events, bringing together businessmen and prominent politicians.

In the last few years, Sochi International Airport has placed great emphasis in raising its level of service quality to ensure a world class experience for its customers, particularly participants and guests of international events such as the Winter Olympic Games in 2014 and the Russian stage of Formula 1.

Mr. Leonid Sergeyev, Basel Aero CEO shared his thoughts about the airport’s success. "Sochi International Airport staff, in collaboration with their colleagues from Basel Aero and Changi Airports International, has put in tremendous effort to improve the quality of services and to review the opinions of the airport's passengers. It managed to achieve this through the implementation of effective operational systems and an extensive service process mapping program. Participation in the ACI ASQ award not only enabled us to hear each passenger, but to create for our passengers the most comfortable environment at the airport. It is a recognition of the work done at the highest level."

Skopje Airport

Airport Code: SKP
Region: Europe
Country: Macedonia
Size: < 2 Mpax

-We are very proud to know that we won ASQ (Airport Service Quality) Best Airport Award for 2015, which is the third time we receive this prestigious recognition, after the awards we won in 2012 and 2013. This is a confirmation of our commitment to passengers and airlines, as well as to the increased number of routes and the improved services, for which we are thankful to the efforts made by our affiliate companies BTA - that operates with the food and beverages services, ATU – that operates the duty free shops, ТAV IT – that manages information-communication services, and TAV MOS- that manages with the other operational services. Furthermore, 2015 Airport Service Quality (ASQ) award will motive us, as airport management company, to continue with the improvement and innovation of the total offer of the airport services", stated Zoran Krstevski, TAV Macedonia General Manager.

TAV management pays special attention personnel to welcome and help passengers kindly and smiling, while the modern services such as self-check in, car park automated payment terminals, as well as TAV mobile application further facilitate arrivals and departures. The introduction of the free Wi-Fi Internet at Skopje Airport without time limit is already welcomed with a great satisfaction from the passengers, as well as all other services such as taxi transport, rent-a-car, bank, exchange office, post office, car park services, kiosks, souvenirs store, mobile phones store, hair-dresser and the pharmacy. The goal of all these services is to create quality time before the flights, for all passengers.

Latin America & Caribbean

Culiacan Airport

Airport Code: CUL
Region: Latin America & Caribbean
Country: Mexico
Size: < 2 Mpax

"Grupo Aeroportuario del Centro Norte, S.A.B. de C.V. (OMA) operates 13 international airports in nine states of central and northern Mexico. Culiacan, considered one of the major airports in the northwest of the country serving 1.4 million passengers in 2015, is awarded for a second year in a row, meaning a momentous milestone for the Airport.

OMA works constantly to improve quality in all of its airports, adopting best practices and creating value for our customers and passengers as well as for our organization.

OMA's participation in the Airport Service Quality Program is a strategic decision. The ACI-ASQ Award confirms the work done by Culiacan International Airport in order to increase passengers’ satisfaction by improving their experience within our facilities."

Kingston Norman Manley Intl Airport

Airport Code: KIN
Region: Latin America & Caribbean
Country: Jamaica
Size: < 2 Mpax

The Norman Manley international Airport (NMIA), Kingston, is pleased to be recognised by the Airports Council International – Airport Service Quality programme as the Most Improved Airport in Latin America – Caribbean category, 2015.

"NMIA Airports Limited (NMIAL), operators of NMIA, attributes the improved ranking to the hard work of our dedicated staff and stakeholders in fine-tuning our customer service offering to the passengers who traverse the airport.

Bearing in mind the ASQ scores for the previous year, NMIAL recognised several factors that militated against favourable customer satisfaction which needed to be addressed. Consequently, particular focus was given to upgrading the air-conditioning systems within the Passenger Terminal, and major initiatives were undertaken to improve NMIA’s customer service delivery, including:

  • The retraining of airport staff in customer service;
  • Enhancement of our Service Delivery Chain Management Programme through the application of an on-site monitoring and a stakeholder feedback system;
  • Use of a “mystery shopper” quality control programme;
  • The reintroduction of NMIA’s Customer Service Star of the Quarter Programme;
  • Augmentation of our preventative maintenance programme for Terminal fixtures and fittings;
  • Improved equipment and staffing by our passenger processing partners – The Passport and Immigration and Citizenship Agency and the Jamaica Customs Agency.

NMIAL has benefitted from participation in the ACI-ASQ programme and remains committed to providing quality customer service to internal and external stakeholders, including our passengers, as we work to advance the goal of making NMIA “a gateway of choice in the Caribbean”."

Quito Airport

Airport Code: UIO
Region: Latin America & Caribbean
Country: Ecuador
Size: 5 - 15 Mpax

Dedication and Commitment to the Customer Experience

"Since the opening of this greenfield international airport, in February 2013, the Mariscal Sucre International Airport (MSIA) in Quito, Ecuador has focused on offering quality airport services to its passengers and being one of the best in class airports in Latin America.

Corporación Quiport, concessionaire of the MSIA under a finance, build, operate and transfer (FBOT) model, has worked meticulously to take care of all details of the airport experience to our 6 million passengers, annually, achieving standards that exceed the industry averages in Latin America and the Caribbean.

For this reason, our recognition as the second best airport in the Latin America region by ACI World under the Airport Service Quality (ASQ) program provides us with satisfaction and pride. At the same time this commits us even further to continue searching for opportunities to improve our service, since it allows us to carry out a comparative study of our weaknesses and strengths in relation to other airports on a global scale.

We would like to thank all of our clients, partners and passengers who participated in the ACI / ASQ survey; only through their opinion have we been able to receive this award. Thanks to an analysis of the results in each category of the survey, we continue forward with our strategy of "continuous improvement".

Therefore, the ACI / ASQ program has become an important working tool for our airport and the customer experience at all levels.

Our dedication to service, combined with management that makes connectivity and security of our operations a priority, are fundamental pillars which have placed the Mariscal Sucre International Airport among the leaders of the region."

Guayaquil Airport

Airport Code: GYE
Region: Latin America & Caribbean
Country: Ecuador
Size: 2 - 5 Mpax

The Guayaquil International Airport (GYE) is once again recognized by our passengers, as providing great customer satisfaction levels, as recorded in the ASQ survey results for 2015 with the award of Best Airport in Latin America and third best in airport award in the category of airports with 2 to 5 million passengers per year. While GYE has been recognized with ASQ awards since 2007, we are honored to receive these awards once again. At GYE we feel that the key to our continuous success has been to understand that the industry is always changing and the needs of our customers change from year to year. Airports today need to refocus their efforts on improving customer service levels continuously; this has been possibly the greatest challenge at GYE.

"The ASQ Program is a great tool to measure passenger service levels, getting an insight into the factors that passengers value the most. The Guayaquil International Airport understands that without the compromise of our stakeholders and staff this would not be possible. However as mentioned before this is a never ending process and so Guayaquil Airport will take a brief moment to enjoy this recognition before continuing the work on improving our passenger experience to greater levels in 2016".

Punta Cana Airport

Airport Code: PUJ
Region: Latin America & Caribbean
Country: Dominican Republic
Size: 2 - 5 Mpax

"Punta Cana International Airport (PUJ) is the leading airport for travel to the Dominican Republic. Located less than 10 minutes from Puntacana Resort & Club. Offering direct flights from over 28 countries and 96 cities around the world, the Punta Cana region is accessible and convenient for travelers. With over 6.2 million international passengers arriving each year, Punta Cana International Airport is the busiest airport in the Dominican Republic and second busiest airport in the Caribbean. Add the convenience for our private and executive aircraft guests using the airport’s General Aviation, VIP and FBO terminals; it is easy to see why PUJ is the fastest growing airport in the Caribbean.

Terminal B is one of the latest developments, accommodating 6,500 passengers daily and has a capacity to carry more than three million passengers annually. This terminal is a 22,000m2 with nine gates in a two-level passenger terminal with a third-level mezzanine for airline offices

In addition, the passenger arrival area of Terminal A was already remodeled to provide greater passenger comfort. Included in the expansion plans are an increased number of shops and food options, the facilities of the points of security and migration, and the construction of new VIP lounges and the additions of boarding gates. This is to offer more convenience to passengers.

Last year PUJ was awarded with the pre-approval for a Pre-clearance facility by the United States Home Land Security and is the only airport selected in Latin American and the Caribbean; which will represent a major boost of the Punta Cana and DR economy."

Middle East

Abu Dhabi International Airport

Airport Code: AUH
Region: Middle East
Country: United Arab Emirates
Size: 15 - 25 Mpax

H.E. Ali Majed Al Mansoori, Chairman of Abu Dhabi Airports stated:

“We are delighted to have been named the second best airport in the Middle East by Airport Council International (ACI). Not only is it an honor to win this award, but to be voted to this position by our valued passengers moves us a step closer to achieving our mission of becoming the world’s leading airports group.

This accomplishment would not have been possible without the support, dedication and hard-work of the staff of Abu Dhabi Airports, along with all our airlines and agencies who contribute to making Abu Dhabi International Airport the success that it is.

On behalf of Abu Dhabi Airports I would like to express our sincere gratitude to all those who choose to travel through our terminals. Winning this award has reinforced our wish to further develop and enhance the products and services we have to offer.

We look forward to continuing to achieve the highest standards in all that we do.”

Doha International Airport

Airport Code:DOH
Region:Middle East
Size:15 - 25 Mpax

“This award is one among many that reinforces Hamad International Airport’s global standing as a top ranking airport. We are pleased with this recognition.”

North America

Jacksonville International Airport

Airport Code: JAX
Region: North America
Country: United States Of America
Size: 5 - 15 Mpax

At JAX, we strive to give travelers a consistently positive experience across every area of their journey through the airport.

To that end, we have built a sense of community among all of our stakeholders, including the airlines, TSA, rental cars, stores and restaurants, etc. Everyone feels a part of something special, something they can be proud of. That spirit of Going Beyond, Daily is what we call Team JAX. Working together to build customer loyalty to JAX is important in many ways. More customers means more profits to our stakeholders and our city. In addition, customer loyalty to an airport brings more routes to serve the increasing number of travelers.

Our community’s quality of life and economic health are directly attributable to the quality of both our airport and corresponding air service.

Businesses and individual professionals give considerable weight to these when considering a move to Northeast Florida. It makes us proud every time we hear, “This airport is one of the reasons I live here."

People have choices when they travel.  We want people to choose JAX.


Some Secrets to our Success

  • Team JAX:  All entities at the airport sharing information and working towards common customer service goals.
  • World-Class Operations, Maintenance and Safety/Security personnel.
  • Outstanding Volunteer Ambassadors:  Over 9,300 hours of service in 2015.
  • Well-designed facilities, easy to navigate with a variety of parking options.
  • A definite focus on customer comfort with recent upgrades and amenities. 
  • We listen to our customers and work together to give them the best experience possible.

Saskatoon Airport

Airport Code: YXE
Region: North America
Country: Canada
Size: < 2 Mpax

Saskatoon International Airport (YXE) is delighted to have been a part of ASQ for the past 6 years and to be acknowledged for the “Most Improved Airport in North America in 2015”. ASQ has proven to be a powerful benchmarking tool in comparing our airport against our past performance, as well as with other airports of similar size or geographic proximity. ASQ helps us pinpoint key areas for improvement, and to address these areas with new programming and capital projects. YXE completed a $53 million terminal expansion in early 2015 to create space for guests to be comfortable and to enjoy the new experiences the airport has to offer. ASQ has also allowed us to celebrate with our partners in the areas in which we excel. Highlighting our strengths and minimizing our weaknesses has led us to experience great improvements in our overall service quality program over the years, specifically in 2015. But we aren’t there yet: Saskatoon Airport continues to work on improving our service quality program and associated ASQ scores.