ACI World reveals top-ranked airports for customer experience

INTERNATIONAL. Airports Council International (ACI) World, in partnership with travel technology company Amadeus, has announced the winners of the 2024 Airport Service Quality (ASQ) Airport Experience Awards. These are recognised as a benchmark for excellence in airport customer experience, and determined exclusively by passengers.

The ASQ Awards programme gathers real-time feedback from travellers through live surveys at airports worldwide. ACI said its rigorous methodology ensures accurate representation of a diverse range of passenger experiences, making it the only survey that enables fair airport comparisons.

Click here for the full list of winners.

A record 181 ASQ Awards were presented to 95 airports across the globe, recognising exceptional passenger experience.

Award categories

• Best Airports by Size and Region
• Most Dedicated Staff
• Easiest Airport Journey
• Most Enjoyable Airport
• Cleanest Airport
• Top Airports for Arrivals

Regional winners

Certain airports have won ASQ Awards in all five departure categories:

• Africa: Dakar Blaise Diagne International Airport
• Asia-Pacific: Beijing Daxing International Airport, Singapore Changi Airport, Sultan Aji Muhammad Sulaiman International Airport, Sultan Hasanuddin International Airport
• Europe: Milas-Bodrum Airport, Rome Fiumicino Airport
• Latin America: Chihuahua International Airport, Mazatlán International Airport, Monterrey International Airport
• Middle East: Salalah Airport
• North America: Grand Rapids Gerald R. Ford International Airport, Greenville-Spartanburg International Airport 

Roll of Excellence

The ACI World Director General’s Roll of Excellence recognises airports that have consistently excelled in service over the past decade. This year, ten airports are inducted into the list:

• Alicante Elche Airport
• Beijing Daxing International Airport
• Copenhagen Airport
• El Hierro Airport
• Hartsfield-Jackson Atlanta International Airport
• Inverness Airport
• Jenderal Ahmad Yani International Airport
• Juanda International Airport
• Salalah Airport
• Shijiazhuang Zhengding International Airport

ACI World Director General Justin Erbacci said, “In today’s fast-evolving world, where passenger expectations are higher than ever, airports must continually push the boundaries of service to stay ahead. The 2024 ASQ Awards honour airports that create memorable, seamless experiences that transform the entire passenger journey and help shape the future of air travel.”

Amadeus EVP AirOps Rudy Daniello said, “The aviation industry is on the cusp of radical improvements to the passenger experience. Changes to underlying airline systems and technology standards provide the flexibility to rethink decades-old processes and truly transform travel. Imagine a future where you no longer need to check-in for a flight, with visa checks happening digitally before travel. In this vision, airport terminals can be re-focused around the passenger, with the need for fixed desks and associated queues greatly reduced. We envision greater personalization, roaming agents and a greatly simplified passenger experience. I’m excited to see how these changes are received by airports and travellers.”

The ASQ Awards Ceremony will take place at the ACI World Airport Experience Summit in Guangzhou, China, from 8-11 September.