ACI World and Amadeus Announce the Leading Airports for Customer Experience according to ASQ Awards 2023

17-04-24

Airports Council International (ACI World), in partnership with Amadeus, a leader in travel technology, has announced the top airports globally for customer experience. These accolades come from the Airport Service Quality (ASQ) Awards, considered the leading program for benchmarking and measuring the airport traveler experience, known for its rigorous and scientific methodology.

In this edition, Guayaquil International Airport in Ecuador was the most outstanding in Latin America, while in North America, Greenville-Spartanburg (South Carolina) and Gerald R. Ford (Michigan) terminals received honors. In Europe, Izmir Adnan Menderes Airport in Turkey and Rome-Fiumicino Airport in Italy were honored.

Unlike other programs, ASQ is based on on-site research through direct surveys of passengers on the day of their travel, which accurately captures their satisfaction levels. ASQ surveys evaluate more than 30 key performance indicators in the traveler experience, providing a holistic view.

Luis Felipe de Oliveira, CEO of ACI World, expressed his enthusiasm for the record of more than 400 participating airports in 2023, reflecting the organization's commitment to prioritizing the passenger. The growth of the program underscores confidence in its scientific and practical approach, cementing ASQ as the benchmark standard in the airport industry.

Rudy Daniello, executive vice president of Amadeus, highlighted the adoption of technologies such as self-service and biometrics to improve key touch points at airports. He also mentioned the importance of managing disruptions more collaboratively with airlines and partners to improve the passenger experience.

In 2023, more than half of the world's travelers transited through ASQ airports, highlighting the relevance of the program. Of the 595,000 surveys collected, 90 airports have been awarded in the departures and arrivals categories, which include recognition for size, region, and specific areas such as ease of access, friendliness and cleanliness.

Award winners in the five departure categories will be recognized at the ACI 2024 Global Customer Experience Summit & Expo, to be held September 23-26 in Atlanta, USA.