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ACI World announces the world's top airports for customer experience in 2017 Wave of new award winners reflecting increased competition amongst airports - Mar 06, 2018

Montreal, 6 March 2018 Airports Council International (ACI) World announces the winners of the 2017 Airport Service Quality (ASQ) Awards . In 2017, over half of the world's 7.7 billion travelers passed through an ASQ airport.

This year an unprecedented sixteen airports are first time winners, challenging best- in-class airports in the delivery of top-quality customer service. This phenomenon reflects the increasingly competitive airport industry operating environment, where continuous service improvement is a key ingredient in business performance. Airports make the customer experience a high priority. 

First-time winners this year are: Rome Fiumicino (FCO), Newcastle (NCL), Athens (ATH), Zagreb (ZAG), Bandung (BDO), Indore (IDR), Ahmedabad (AMD), Casablanca (CMN), George (GRJ), Toronto Pearson (YYZ), San Jose (SJC), Cleveland (CLE), Los Cabos (SJD), Belo Horizonte (CNF) and Medina (MED).

Mumbai scoops first place for airports in Asia-Pacific serving over 40 million passengers a year. In North America, this top spot goes to Toronto Pearson and in Europe to Rome Fiumicino.

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. The programme measures passengers’ views of 34 key performance indicators. 74% of the world’s top 100 busiest airports are part of the ASQ network which delivers 600,000 individual surveys per year in 42 languages in 84 countries. The programme served 343 airports in 2017.

“Objective measurement and benchmarking are critical in driving performance in any business especially in such a competitive and dynamic one as an airport,” said Angela Gittens, Director General, ACI World. “These winning airports have dedicated themselves to delivering a stellar customer experience. ACI World proudly recognizes the accomplishments of all airports in the global ASQ network. I look forward to celebrating with them in September.”

The ASQ Awards Ceremony will be held during the inaugural ACI Customer Excellence Global Summit , to be held in Halifax, Nova Scotia, Canada from 10–13 September 2018, hosted by Halifax International Airport Authority.

Best Airport by Region (over 2 million passengers per year)

Africa

First place: Casablanca (CMN)
Second place: Mauritius (MRU)
Third place: Durban (DUR)

Asia-Pacific

First place (tie): Delhi (DEL); Mumbai (BOM)
Second place (tie): Beijing (PEK); Denpasar (DPS); Haikou (HAK); Shanghai Pudong (PVG)
Third place: Sanya (SYX)

Europe

First place: Sochi (AER)
Second place (tie): Malta (MLA); Moscow Sheremetyevo (SVO); Porto (OPO)
Third place (tie): Rome Fiumicino (FCO); Zurich (ZRH)

Middle East

First place: Abu Dhabi (AUH)
Second place (tie): Amman (AMM); Medina (MED)
Third place: Dubai (DXB)

North America

First place (tie): Indianapolis (IND); Jacksonville (JAX)
Second place (tie): El Paso (ELP); Ottawa (YOW); Toronto Billy Bishop (YTZ)
Third place (tie): Austin (AUS); Columbus (CMH); Dallas Love Field (DAL); Halifax (YHZ); Pittsburgh (PIT); San Antonio (SAT); San Jose (SJC); Tampa (TPA)

Latin America-Caribbean

First place: Guayaquil (GYE)
Second place: Los Cabos (SJD)
Third place (tie): Nassau (NAS); Punta Cana (PUJ)

Best Airport by Size 

2–5 million passengers per year

First place: Lucknow (LKO)
Second place: Guayaquil (GYE)
Third place: Bandung (BDO)

5–15 million passengers per year

First place: Hyderabad (HYD)
Second place (tie): Balikpapan (BPN); Hohhot (HET) 
Third place: Cochin (COK); Kolkata (CCU); Pune (PNQ)

15–25 million passengers per year

First place (tie): Denpasar (DPS); Haikou (HAK); Sanya (SYX)
Second place: Bangalore (BLR)
Third place (tie): Chennai (MAA); Surabaya (SUB)

25–40 million passengers per year

First place: Chongqing (CKG)
Second place: Seoul Gimpo (GMP)
Third place: Tokyo Narita (NRT)

Over 40 million passengers per year

First place (tie): Delhi (DEL); Mumbai (BOM)
Second place (tie): Beijing (PEK); Shanghai Pudong (PVG)
Third place: Taipei Taoyuan (TPE)

Best Airport by Region (under 2 million passengers per year)

Africa: George (GRJ)
Europe: Murcia (MJV)
North America: Portland Maine (PWM)
Latin America-Caribbean: Mazatlan (MZT)
Asia-Pacific: Indore (IDR)

Best Airport by Size and Region

Asia-Pacific

2–5 million passengers per year: Lucknow (LKO)
5–15 million passengers per year: Hyderabad (HYD)
15–25 million passengers per year: Denpasar (DPS)
25–40 million passengers per year: Chongqing (CKG)
Over 40 million passengers per year: Mumbai (BOM)

Europe

2–5 million passengers per year: Newcastle (NCL)
5–15 million passengers per year: Sochi (AER)
15–25 million passengers per year: Athens (ATH)
25–40 million passengers per year: Moscow Sheremetyevo (SVO)
Over 40 million passengers per year: Rome Fiumicino (FCO)

Latin America-Caribbean 

2–5 million passengers per year: Guayaquil (GYE)
5–15 million passengers per year: Punta Cana (PUJ)

Middle East

5–15 million passengers per year: Medina (MED)

North America

2–5 million passengers per year: Ottawa (YOW)
5–15 million passengers per year: Indianapolis (IND)
15–25 million passengers per year: Tampa (TPA)
25–40 million passengers per year: Minneapolis (MSP) 
Over 40 million passengers per year: Toronto Pearson (YYZ)

Most Improved Airport by Region

Africa: Nairobi (NBO)
Asia-Pacific: Ahmedabad (AMD)
Europe: Zagreb (ZAG)
Latin America-Caribbean: Belo Horizonte (CNF)
Middle East: Dubai (DXB)
North America: Cleveland (CLE)

Notes for editors

1. Airports Council International (ACI),the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring the global air transport system is safe, secure, efficient and environmentally sustainable. As of January 2018, provisional figures show that ACI serves 641 members operating 1,953 airports in 176 countries.

2.Learn more about the ACI ASQ Programme which includes a full suite of customer experience solutions, including the employee and arrival surveys.

The ASQ Awards are presented to those airports whose customers have rated them the highest over the course of the year. The categories have been designated to recognize the achievements of airports of different sizes and in different regions.

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores, restaurants, additionally capturing passenger comments of their best and worst experience at the airport. Each airport uses the same methodology, creating an industry database that allows airports to compare themselves to other airports around the world. The ASQ Programme also has a feature that facilitates sharing of best practices among airport operators.

3. All tie place winners are listed in alphabetical order.

4. Download a PDF version of this media release.

Media contacts:

Hicham Ayoun
Manager, Communications 
ACI World 
Telephone: +1 514 373 1223 
Email: mediarelations@aci.aero

Hicham Ayoun 

Manager, Communications

ACI World

Telephone: +1 514 373 1223

Email:mediarelations@aci.aero

 

Anita Berthier

Manager, External Relations and Special Events

ACI World

Telephone: +1 514 373 1254

Email:mediarelations@aci.aero

Anita Berthier 
Manager, External Relations and Special Events   
ACI World   
Telephone: +1 514 373 1254   
Email: mediarelations@aci.aero