ACI and Amadeus celebrate the world’s best airports as recovery continues

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Home News Press Releases ACI and Amadeus celebrate the world’s best airports as recovery continues

Airport Service Quality awards recognize airports that put customers first

Meeting changing customer need and expectation is more important than ever

Montreal, 28 October 2020 – Airports Council International (ACI) World and strategic partner Amadeus have today celebrated this year’s Airports Service Quality award winners which represent the world’s best airports for customer experience.

ACI’s ASQ awards recognize and reward the best airports in the world – in the opinion of their customers – and provide an opportunity to celebrate the commitment of airports worldwide to continuously improving the passenger experience at a time when this has never been more important.

As airports around the world continue to navigate the COVID-19 pandemic and plan for a sustained recovery, meeting the changing needs of customers and reassuring them that the customer experience has been tailored to their expectations will be crucial. The ASQ suite of solutions provides a trusted method of responding to passengers’ changing needs through a 360-degree view of customer experience management.

“As the aviation industry continues its recovery from the COVID-19 pandemic, it is important that we celebrate those airports that best listen to passengers and tailor customer experience to meet their needs,” ACI World Director General Luis Felipe de Oliveira said. “The ASQ awards reflect the commitment of airports to improve the passenger experience and represent the highest possible customer experience accolade for airport operators around the world. In delivering this year’s awards, we are grateful to our partner Amadeus for their support in helping to celebrate airports that are prioritizing the travel experience for passengers at a time when the voice of the passenger has never been more important. We also continue the evolution of the ASQ awards themselves with health and hygiene questions added added to the next round of awards to be announced next year.”

Bruno Spada, Executive Vice President Airport IT at Amadeus, commented: “The drive by airports to increasingly put the passenger at the center of everything they do is timely and fitting. At Amadeus, passengers are at the center of our business too, they inspire us to create solutions that enable airports to be more flexible, agile and adaptable. Thus, we’re extremely proud to join ACI in recognizing airports’ work and efforts in setting new standards in passenger experience. We are fully committed to support airports to adapt quickly and dynamically to market changes and to deliver the best possible services for passengers. Delivering safe, stress-free and contactless airport processes is vital to getting the world traveling again, and these awards will help to showcase some of the best examples in the industry. We’re part of the industry’s collective effort to rebuild itself, stronger and more resilient than ever.”

The awards recognize those airports around the world that deliver the best customer experience in the opinion of their own passengers. This year, 140 awards have been won by 84 individual airports which is the largest ever number of recipients.

ASQ DEPARTURES AWARDS

Award CategoryAirport NameCity and Country
Best Airport by Size and Region
AFRICA
Under 2 million passengersGeorge AirportGeorge, South Africa
Kimberley AirportKimberley, South Africa
Upington International AirportUpington, South Africa
2 – 5 million passengersKotoka International AirportAccra, Ghana
SSR International AirportPort Louis, Mauritius
5 – 15 million passengersKing Shaka International AirportDurban, South Africa
Mohammed V International AirportCasablanca, Morocco
ASIA-PACIFIC
Under 2 million passengersDepati Amir AirportPangkal Pinang City, Indonesia
RH Fisabilillah AirportBintan, Indonesia
Silangit AirportTapanuli, Indonesia
2 – 5 million passengersChandigarh AirportChandigarh, India
Husein Sastranegara AirportBandung, Indonesia
Mangalore AirportMangalore, India
SM Badaruddin II AirportPalembang, Indonesia
SS Kasim II AirportPekanbaru, Indonesia
Supadio AirportPontianak, Indonesia
Trivandrum International AirportThiruvananthapuram, India
5 – 15 million passengersChaudhary Charan Singh AirportLucknow, India
Cochin International AirportCochin, India
Halim Perdanakusuma AirportJakarta, Indonesia
Hohhot Baita International AirportHohhot, China
Makassar International Airport - Sultan HasanuddinMakassar, Indonesia
Sepinggan International AirportBalikpapan, Indonesia
15 – 25 million passengersBali International Airport - I Gusti Ngurah RaiBali, Indonesia
Rajiv Gandhi International AirportHyderabad, India
Sanya Fenghua International AirportSanya, China
25 – 40 million passengersKempegowda International AirportBangalore, India
Nanjing Lukou International AirportNanjing, China
Over 40 million passengersChhatrapati Shivaji Maharaj International AirportMumbai, India
Indira Gandhi International AirportDelhi, India
Shanghai Pudong International AirportShanghai Pu Dong, China
Singapore Changi AirportSingapore, Singapore
EUROPE
Under 2 million passengersAalesund AirportAlesund, Norway
Aeropuerto de El HierroValverde, Spain
Aeropuerto de MelillaMelilla, Spain
Aeropuerto de San SebastiánSan Sebastián, Spain
Bodo AirportBodo, Norway
2 – 5 million passengersAeropuerto de MenorcaMenorca, Spain
Skopje International AirportSkopje, North Macedonia
Tallinn AirportTallinn, Estonia
Zagreb AirportZagreb, Croatia
5 – 15 million passengersAeropuerto de Alicante-ElcheAlicante, Spain
Bergen AirportBergen, Norway
Izmir Adnan Menderes International Airport İzmir, Turkey
Sochi International AirportSochi, Russia
Keflavik International AirportKeflavik, Iceland
Malta International AirportLuqa, Malta
Newcastle International Airport LtdNewcastle, United Kingdom
Porto Francisco sa Carneiro AirportPorto, Portugal
15 – 25 million passengersEsenboga AirportAnkara, Turkey
Prague AirportPrague, Czech Republic
Pulkovo AirportSt. Petersburg, Russia
25 – 40 million passengersCopenhagen Airport Copenhagen, Denmark
Flughafen ZurichZurich, Switzerland
Oslo-Gardermoen AirportOslo, Norway
Over 40 million passengersAeroporto di Roma-FiumicinoRome, Italy
Sheremetyevo International AirportMoscow, Russia
LATIN AMERICA-CARIBBEAN
Under 2 million passengersAeropuertos Ecologicos de Galapagos S.A. EcogalGalapagos, Ecuador
Aeropuerto Internacional Gregorio LuperónPuerto Plata, Dominican Republic
Airport International Daniel Oduber QuirosLiberia, Costa Rica
2 – 5 million passengersAeropuerto Internacional de CarrascoMontevideo, Uruguay
Aeropuerto Internacional Jose Joaquín OlmedoGuayaquil, Ecuador
5 – 15 million passengersAeropuerto Internacional de los CabosLos Cabos, Mexico
Aeropuerto Internacional Punta CanaPunta Cana, Dominican Republic
MIDDLE EAST
5 – 15 million passengersQueen Alia International AirportAmman, Jordan
NORTH AMERICA
Under 2 million passengersCapital Region International AirportLansing, United States
Jean-Lesage International Airport Quebec, Canada
2 – 5 million passengersEl Paso International AirportEl Paso, United States
Portland International Jetport Portland, United States
5 – 15 million passengersIndianapolis International AirportIndianapolis, United States
Cincinnati/Northern Kentucky International AirportCincinnati, United States
Jacksonville International AirportJacksonville, United States
15 – 25 million passengersDallas Love Field AirportDallas, United States
Tampa International AirportTampa, United States
25 – 40 million passengersMinneapolis/St Paul International AirportMinneapolis, United States
Over 40 million passengersDallas Fort Worth International AirportDallas, United States
Toronto Pearson International AirportToronto, Canada
Award CategoryAirport NameCity and Country
Most Improved
AFRICAKotoka International AirportAccra, Ghana
ASIA-PACIFICSoekarno-Hatta International Airport Jakarta, Indonesia
EUROPEStockholm-Bromma Airport Stockholm, Sweden
LATIN AMERICA-CARIBBEANAirport International Daniel Oduber Quirós Liberia, Costa Rica
MIDDLE EASTMuscat International AirportMuscat, Oman
NORTH AMERICASt. John's International Airport St. John's, Canada
Best Environment and Ambience by Size
Under 2 million passengersDepati Amir AirportPangkal Pinang City, Indonesia
RH Fisabilillah AirportBintan, Indonesia
Salalah AirportSalalah, Oman
Silangit AirportTapanuli, Indonesia
2 – 5 million passengersChandigarh AirportChandigarh, India
SM Badaruddin II AirportPalembang, Indonesia
SS Kasim II AirportPekanbaru, Indonesia
Supadio AirportPontianak, Indonesia
5 – 15 million passengersChaudhary Charan Singh AirportLucknow, India
Halim Perdanakusuma AirportJakarta, Indonesia
Hohhot Baita International AirportHohhot, China
Sepinggan International AirportBalikpapan, Indonesia
Yinchuan Hedong AirportYinchuan, China
15 – 25 million passengersRajiv Gandhi International AirportHyderabad, India
Sanya Fenghua International AirportSanya, China
25 – 40 million passengersKempegowda International AirportBangalore, India
Nanjing Lukou International AirportNanjing, China
Over 40 million passengersChongqing Jiangbei International AirportChongqing, China
Singapore Changi AirportSingapore, Singapore
Best Customer Service by Size
Under 2 million passengersDepati Amir AirportPangkal Pinang City, Indonesia
RH Fisabilillah AirportBintan, Indonesia
Salalah AirportSalalah, Oman
Silangit AirportTapanuli, Indonesia
2 – 5 million passengersChandigarh AirportChandigarh, India
SM Badaruddin II AirportPalembang, Indonesia
SS Kasim II AirportPekanbaru, Indonesia
Supadio AirportPontianak, Indonesia
5 – 15 million passengersChaudhary Charan Singh AirportLucknow, India
Halim Perdanakusuma AirportJakarta, Indonesia
Hohhot Baita International AirportHohhot, China
Sepinggan International AirportBalikpapan, Indonesia
Yinchuan Hedong AirportYinchuan, China
15 – 25 million passengersBali International Airport - I Gusti Ngurah RaiBali, Indonesia
Sanya Fenghua International AirportSanya, China
25 – 40 million passengersKempegowda International AirportBangalore, India
Nanjing Lukou International AirportNanjing, China
Over 40 million passengersChongqing Jianbei International AirportChongqing, China
Singapore Changi AirportSingapore, Singapore
Best Infrastructure and Facilitation by Size
Under 2 million passengersDepati Amir AirportPangkal Pinang City, Indonesia
RH Fisabilillah AirportBintan, Indonesia
Salalah AirportSalalah, Oman
Silangit AirportTapanuli, Indonesia
2 – 5 million passengersChandigarh AirportChandigarh, India
SM Badaruddin II AirportPalembang, Indonesia
SS Kasim II AirportPekanbaru, Indonesia
Supadio AirportPontianak, Indonesia
5 – 15 million passengersChaudhary Charan Singh AirportLucknow, India
Halim Perdanakusuma AirportJakarta, Indonesia
Hohhot Baita International AirportHohhot, China
Makassar International Airport - Sultan HasanuddinMakassar, Indonesia
Sepinggan International AirportBalikpapan, Indonesia
15 – 25 million passengersBali International Airport - I Gusti Ngurah RaiBali, Indonesia
Sanya Fenghua International AirportSanya, China
25 – 40 million passengersKempegowda International AirportBangalore, India
Nanjing Lukou International AirportNanjing, China
Over 40 million passengersBeijing Capital International AirportBeijing, China
Singapore Changi AirportSingapore, Singapore

ASQ ARRIVALS AWARD

CategoryAirport nameCity and Country
Best Airport Experience in ArrivalsKempegowda International AirportBangalore, India

As a result of the pandemic, passengers are demanding new experiences, services and processes that emphasize health and hygiene and airports are adapting their infrastructure, adopting new technology, and streamlining their processes to best match these needs. ASQ is the only globally established programme that provides objective measurement and benchmarking for airports to help drive their performance.

Notes for editors

1. The ASQ programme applies a three-level quality funnel process combining remote and on-site auditing to review more than 150 unique check points to ensure ASQ data collection requirements are achieved by all participating airports. The quality check points ensure the benchmarking and findings from the ASQ departure survey remain of the highest quality. To be eligible for an ASQ Award, an airport must be compliant across all quality checks throughout the year.  Any breach of the data collection requirements results in the exclusion from ASQ Awards. Through ACI’s stringent approach to quality, airports can be assured of the validity of the data.

2. More information about the 2020 ASQ Awards.

3. 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 Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, customer-centric and environmentally sustainable. As of January 2020, ACI serves 668 members, operating 1979 airports in 176 countries.

4. Travel powers progress. Amadeus powers travel. Amadeus’ solutions connect travellers to the journeys they want through travel agents, search engines, tour operators, airlines, airports, hotels, cars and railways.

We have developed our technology in partnership with the travel industry for over 30 years. We combine a deep understanding of how people travel with the ability to design and deliver the most complex, trusted, critical systems our customers need. We help connect over 1.6 billion people a year to local travel providers in over 190 countries.

We are one company, with a global mindset and a local presence wherever our customers need us.

Our purpose is to shape the future of travel. We are passionate in our pursuit of better technology that makes better journeys.

Amadeus is an IBEX 35 company, listed on the Spanish Stock Exchange under AMS.MC. The company is also part of the EuroStoxx50 and has been recognized by the Dow Jones Sustainability Index for the last eight years.

To find out more about Amadeus, visit www.amadeus.com.

Media contacts

Anita Berthier
Director, Communications
ACI World
Telephone: +1 514 373 1254
Email: mediarelations@aci.aero

Jennifer Fernandez
Corporate Communications
Amadeus
Telephone: +34 699 854 493
Email: jennifer.fernandez@amadeus.com

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