Airports Council International (ACI) World, in partnership with Amadeus, has announced the winners this years 2024 ASQ Airport Experience Awards – considered the benchmark for excellence in airport customer experience as determined exclusively by passengers. Three Canadian airports made the grade, but perhaps not the ones you might think.
Launched in 2006, The ASQ Awards are based on a unique program gathers real-time feedback from travellers through live surveys at over 400 airports in 110 countries with a rigorous methodology that ensures accurate representation of a diverse range of passenger experiences, making it the only survey that enables fair airport comparisons.
2024 marked a milestone for the ASQ program, with almost 700,000 surveys filled, and over half of the world’s travellers passing through an ASQ-rated airport.
While over 180 ASQ Awards were presented to 95 airports across the globe, here some winners of note, including Canadian entrees (names are listed alphabetically, and represent facilities that garnered more than 20% of votes):
Top airports at arrivals globally
- Bahrain International Airport (Bahrain, Bahrain)
- Kempegowda International Airport (Bangalore, India)
- Mangaluru International Airport (Mangaluru, India)
- Zayed International Airport (Abu Dhabi, UAE)
North America
- Under 2 million passengers per year: St John’s, Nfld; Victoria, BC
- Over 40 million passengers per year: Dallas Fort Worth; Hartsfield-Jackson Atlanta; Toronto Pearson
Europe
- 25 to 40 million passengers per year: Copenhagen; Palma de Mallorca Airport (Spain); Zurich (Switzerland)
- Over 40 million passengers per year: iGA Istanbul Airport; Rome Fiumicino
Winners in multiple categories
- Africa: Dakar Blaise Diagne International Airport (Senegal)
- Asia-Pacific: Beijing Daxing International Airport, Singapore Changi Airport, Sultan Aji Muhammad Sulaiman International Airport (Indonesia), Sultan Hasanuddin International Airport (Indonesia)
- Europe: Milas-Bodrum Airport, Rome Fiumicino Airport
- Latin America: Chihuahua International Airport, Mazatlán International Airport, Monterrey International Airport (Mexico)
- Middle East: Salalah Airport (Oman)
- North America: Gerald R. Ford International Airport, Greenville-Spartanburg International Airport, US
2024 inductees to the ACI World Director General’s Roll of Excellence
The ACI World Director General’s Roll of Excellence recognizing airports that have consistently excelled in service over the past decade. This year, 10 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
“In today’s fast-evolving world, where passenger expectations are higher than ever, airports must continually push the boundaries of service to stay ahead,” said ACI World Director General Justin Erbacci. “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 added, “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.”
If this article was shared with you by a friend or colleague, you may enjoy receiving your own copy of Travel Industry Today with the latest travel news and reviews each weekday morning. It’s absolutely free – just CLICK HERE.