ACI Media Press Release Archives (2011)
|MONTREAL, 15 NOVEMBER 2011 – ACI World is pleased to announce that 14 airports have been inducted into the Director General’s Roll of Excellence during a ceremony at the November ACI World Annual General Assembly in Marrakech, Morocco on 1 November 2011.|
Seoul Incheon and Hong Kong were both honoured as Inductees with Distinction for achieving the No. 1 position in their respective customer service categories in ASQ passenger satisfaction surveys for five consecutive years. ACI World also inducted 12 other airports into the Director General’s Roll of Excellence for ranking among the top five in an ASQ category for five consecutive years.
Inductees with Distinction
According to Director General Angela Gittens, “ACI applauds Seoul Incheon and Hong Kong for their ongoing dedication to excellence in customer service and their continuous improvement mindset which have earned them recognition as Inductees with Distinction into the Director General’s Roll of Excellence. I would also like to extend my congratulations to the other 12 airports that were recognized for achieving excellence in customer service in their respective categories and inducted into the Director General’s Roll of Excellence. The increase in attention being paid to customer service by modern airport managers is a reflection of the importance of the customer experience in an increasingly competitive industry. Airports managers can only improve what they can measure and ASQ provides the information necessary to make data driven decisions that better align customer expectations with service provision to win customer loyalty — all in support of the airport’s bottom line.”
Gittens goes on to say, “Passengers have clear expectations and airports must meet or exceed these expectations to earn the loyalty of customers. The ASQ programme provides airport managers with a clear understanding of the customer experience as a practical tool to help improve service provision from the moment of arrival to the departure gate.”
To view more photos of the other inductees, please visit:
For more information on the Director General’s Roll of Excellence and the ASQ Awards, please visit: