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ACI - Airports Council International

10/28/2020 | Press release | Distributed by Public on 10/27/2020 23:50

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 Category Airport Name City and Country
Best Airport by Size and 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 Aalesund 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
Sochi International Airport Sochi, Russia
Keflavik International Airport Keflavik, Iceland
Malta International Airport Luqa, Malta
Newcastle International Airport Ltd Newcastle, United Kingdom
Porto Francisco sa 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 Quiros 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
Award Category Airport Name City and Country
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 and Ambience by Size
Under 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
Under 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
Under 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 AWARD

Category Airport name City and Country
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 programme that provides objective measurement and benchmarking for airports to help drive their performance.

Notes for editors

1. The ASQ programmeapplies 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: [email protected]

Jennifer Fernandez
Corporate Communications
Amadeus
Telephone: +34 699 854 493
Email: [email protected]