ACI and Amadeus Celebrate the World’s Best Airports as Recovery Continues
Airports Council International (ACI) World and strategic partner Amadeus have 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 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. The winners of the ASQ Departures Awards are below.
Best Airport by Size & Region
Africa
Under 2 million passengers
George Airport - George, South Africa
Kimberley Airport - Kimberley, South Africa
Upington International Airport - Upington, South Africa
2-5 million passengers
Kotoka International Airport - Accra, Ghana
SSR International Airport - Port Louis, Mauritius
5-15 million passengers
King Shaka International Airport - Durban, South Africa
Mohammed V International Airport - Casablanca, Morocco
Asia-Pacific
Under 2 million passengers
Depati Amir Airport - Pangkal Pinang City, Indonesia
RH Fisabilillah Airport - Bintan, Indonesia
Silangit Airport - Tapanuli, Indonesia
2-5 million passengers
Chandigarh Airport - Chandigarh, India
Husein Sastranegara Airport - Bandung, Indonesia
Mangalore Airport - Mangalore, India
SM Badaruddin II Airport - Palembang, Indonesia
SS Kasim II Airport - Pekanbaru, Indonesia
Supadio Airport - Pontianak, Indonesia
Trivandrum International Airport - Thiruvananthapuram, India
5-15 million passengers
Chaudhary Charan Singh Airport - Lucknow, India
Cochin International Airport - Cochin, India
Halim Perdanakusuma Airport - Jakarta, Indonesia
Hohhot Baita International Airport - Hohhot, China
Makassar International Airport - Sultan Hasanuddin - Makassar, Indonesia
Sepinggan International Airport - Balikpapan, Indonesia
15-25 million passengers
Bali International Airport - I Gusti Ngurah Rai - Bali, Indonesia
Rajiv Gandhi International Airport - Hyderabad, India
Sanya Fenghua International Airport - Sanya, China
25-40 million passengers
Kempegowda International Airport - Bangalore, India
Nanjing Lukou International Airport - Nanjing, China
Over 40 million passengers
Chhatrapati Shivaji Maharaj International Airport - Mumbai, India
Indira Gandhi International Airport - Delhi, India
Shanghai Pudong International Airport - Shanghai Pu Dong, China
Singapore Changi Airport - Singapore, Singapore
Europe
Under 2 million passengers
Alesund Airport - Alesund, Norway
Aeropuerto de El Hierro - Valverde, Spain
Aeropuerto de Melilla - Melilla, Spain
Aeropuerto de San Sebastián - San Sebastián, Spain
Bodo Airport - Bodo, Norway
2-5 million passengers
Aeropuerto de Menorca - Menorca, Spain
Skopje International Airport - Skopje, North Macedonia
Tallinn Airport - Tallinn, Estonia
Zagreb Airport - Zagreb, Croatia
5-15 million passengers
Aeropuerto de Alicante-Elche - Alicante, Spain
Bergen Airport - Bergen, Norway
Izmir Adnan Menderes International Airport - İzmir, Turkey
JSK International Airport Sochi - Sochi, Russia
Keflavik International Airport - Keflavik, Iceland
Malta International Airport - Luqa, Malta
Newcastle International Airport Ltd - Newcastle, United Kingdom
Porto Francisco Sá Carneiro Airport - Porto, Portugal
15-25 million passengers
Esenboga Airport - Ankara, Turkey
Prague Airport - Prague, Czech Republic
Pulkovo Airport - St. Petersburg, Russia
25-40 million passengers
Copenhagen Airport - Copenhagen, Denmark
Flughafen Zurich - Zurich, Switzerland
Oslo-Gardermoen Airport - Oslo, Norway
Over 40 million passengers
Aeroporto di Roma-Fiumicino - Rome, Italy
Sheremetyevo International Airport - Moscow, Russia
Latin America, Caribbean
Under 2 million passengers
Aeropuertos Ecologicos de Galapagos S.A. Ecogal - Galapagos, Ecuador
Aeropuerto Internacional Gregorio Luperón - Puerto Plata, Dominican Republic
Airport International Daniel Oduber Quirós - Liberia, Costa Rica
2-5 million passengers
Aeropuerto Internacional de Carrasco - Montevideo, Uruguay
Aeropuerto Internacional Jose Joaquín Olmedo - Guayaquil, Ecuador
5-15 million passengers
Aeropuerto Internacional de los Cabos - Los Cabos, Mexico
Aeropuerto Internacional Punta Cana - Punta Cana, Dominican Republic
Middle East
5-15 million passengers
Queen Alia International Airport - Amman, Jordan
North America
Under 2 million passengers
Capital Region International Airport - Lansing, United States
Jean-Lesage International Airport - Quebec, Canada
2-5 million passengers
El Paso International Airport - El Paso, United States
Portland International Jetport - Portland, United States
5-15 million passengers
Indianapolis International Airport - Indianapolis, United States
Cincinnati/Northern Kentucky International Airport - Cincinnati, United States
Jacksonville International Airport - Jacksonville, United States
15-25 million passengers
Dallas Love Field Airport - Dallas, United States
Tampa International Airport - Tampa, United States
25-40 million passengers
Minneapolis/St Paul International Airport - Minneapolis, United States
Over 40 million passengers
Dallas/Fort Worth International Airport - Dallas, United States
Toronto Pearson International Airport - Toronto, Canada
Most Improved
Africa
Kotoka International Airport - Accra, Ghana
Asia-Pacific
Soekarno-Hatta International Airport - Jakarta, Indonesia
Europe
Stockholm-Bromma Airport - Stockholm, Sweden
Latin America, Caribbean
Airport International Daniel Oduber Quirós - Liberia, Costa Rica
Middle East
Muscat International Airport - Muscat, Oman
North America
St. John's International Airport - St. John's, Canada
Best Environment & Ambience
2 million passengers
Depati Amir Airport - Pangkal Pinang City, Indonesia
RH Fisabilillah Airport - Bintan, Indonesia
Salalah Airport - Salalah, Oman
Silangit Airport - Tapanuli, Indonesia
2-5 million passengers
Chandigarh Airport - Chandigarh, India
SM Badaruddin II Airport - Palembang, Indonesia
SS Kasim II Airport - Pekanbaru, Indonesia
Supadio Airport - Pontianak, Indonesia
5-15 million passengers
Chaudhary Charan Singh Airport - Lucknow, India
Halim Perdanakusuma Airport - Jakarta, Indonesia
Hohhot Baita International Airport - Hohhot, China
Sepinggan International Airport - Balikpapan, Indonesia
Yinchuan Hedong Airport - Yinchuan, China
15-25 million passengers
Rajiv Gandhi International Airport - Hyderabad, India
Sanya Fenghua International Airport - Sanya, China
25-40 million passengers
Kempegowda International Airport - Bangalore, India
Nanjing Lukou International Airport - Nanjing, China
Over 40 million passengers
Chongqing Jiangbei International Airport - Chongqing, China
Singapore Changi Airport - Singapore, Singapore
Best Customer Service by Size
2 million passengers
Depati Amir Airport - Pangkal Pinang City, Indonesia
RH Fisabilillah Airport - Bintan, Indonesia
Salalah Airport - Salalah, Oman
Silangit Airport - Tapanuli, Indonesia
2-5 million passengers
Chandigarh Airport - Chandigarh, India
SM Badaruddin II Airport - Palembang, Indonesia
SS Kasim II Airport - Pekanbaru, Indonesia
Supadio Airport - Pontianak, Indonesia
5-15 million passengers
Chaudhary Charan Singh Airport - Lucknow, India
Halim Perdanakusuma Airport - Jakarta, Indonesia
Hohhot Baita International Airport - Hohhot, China
Sepinggan International Airport - Balikpapan, Indonesia
Yinchuan Hedong Airport - Yinchuan, China
15-25 million passengers
Bali International Airport - I Gusti Ngurah Rai - Bali, Indonesia
Sanya Fenghua International Airport - Sanya, China
25-40 million passengers
Kempegowda International Airport - Bangalore, India
Nanjing Lukou International Airport - Nanjing, China
Over 40 million passengers
Chongqing Jianbei International Airport - Chongqing, China
Singapore Changi Airport - Singapore, Singapore
Best Infrastructure and Facilitation by Size
2 million passengers
Depati Amir Airport - Pangkal Pinang City, Indonesia
RH Fisabilillah Airport - Bintan, Indonesia
Salalah Airport - Salalah, Oman
Silangit Airport - Tapanuli, Indonesia
2-5 million passengers
Chandigarh Airport - Chandigarh, India
SM Badaruddin II Airport - Palembang, Indonesia
SS Kasim II Airport - Pekanbaru, Indonesia
Supadio Airport - Pontianak, Indonesia
5-15 million passengers
Chaudhary Charan Singh Airport - Lucknow, India
Halim Perdanakusuma Airport - Jakarta, Indonesia
Hohhot Baita International Airport - Hohhot, China
Makassar International Airport - Sultan Hasanuddin - Makassar, Indonesia
Sepinggan International Airport - Balikpapan, Indonesia
15-25 million passengers
Bali International Airport - I Gusti Ngurah Rai - Bali, Indonesia
Sanya Fenghua International Airport - Sanya, China
25-40 million passengers
Kempegowda International Airport - Bangalore, India
Nanjing Lukou International Airport - Nanjing, China
Over 40 million passengers
Beijing Capital International Airport - Beijing, China
Singapore Changi Airport - Singapore, Singapore
ASQ Arrivals Awards
Best Airport Experience in Arrivals
Kempegowda International Airport - Bangalore, 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 program that provides objective measurement and benchmarking for airports to help drive their performance.
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.
