Airports Council International (ACI) World has announced its list of the best airports in the world in terms of customer experience, as chosen by passengers, based on 595,000 surveys collected during 2023. The list is recognised in ACI’s Airport Service Quality (ASQ) Awards, an airport customer experience measurement and benchmarking programme, based on scientific methodology. More than 400 airports were rated – indeed over half of the world’s travellers passed through an ASQ-rated airport.
The ASQ programme, organised in partnership with the Amadeus travel technology company, uses live research conducted through surveys administered directly to travellers at the airport, capturing their satisfaction levels on the day of travel. The ASQ surveys cover over 30 performance indicators across key elements of the passenger’s airport experience, to create a complete picture of the passenger experience journey. This methodology is designed to be robust, enabling meaningful statistical inference and providing insights into the passenger experience.
The big winners: Which airports stood out in a field of over 400?
From the 595,000 surveys collected in 2023, 170 ASQ Awards have been won by 90 airports around the world.
Categories for departures include Best Airports by Size and Region, as well as Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport. For arrivals, the category is Top Airports Globally.
Nine airports across all regions have won ASQ Awards in all five departure categories, maximising a pleasant experience at every stage of the airport journey:
Africa: Casablanca Mohammed V International Airport in Morocco.
Asia-Pacific: Sultan Hasanuddin International Airport in Makassar, South Sulawesi; Yogyakarta International Airport in Java, Indonesia.
Europe: Izmir Adnan Menderes Airport in Turkey; Aeroporto di Roma-Fiumicino in Italy.
Latin America: Guayaquil International Airport in Ecuador.
Middle East: Salalah Airport in Oman.
North America: Greenville-Spartanburg International Airport in South Carolina, USA; Gerald R. Ford International Airport in Michigan, USA.
Eight airports have been inducted into the ACI World Director General’s Roll of Excellence – a recognition given to airports that have won multiple ASQ awards over a five-year period in the last 10 years. The inductees are:
- Shenzen Bao’an International Airport in South Central China.
- Chandigarh Airport in India.
- Casablanca Mohammed V International Airport in Morocco.
- Muscat International Airport in Oman.
- Cincinnati/Northern Kentucky International Airport, USA.
- Sultan Mahmud Badaruddin II Airport, South Sumatra.
- Sultan Hasanuddin International Airport in Makassar, South Sulawesi.
- Zagreb International Airport in Croatia.
You can see the full list of winning airports HERE.
“We are delighted that in 2023 the ASQ programme surpassed 400 participating airports in a historical record – reflecting our members’ commitment to placing the passenger first,” ACI World’s director general, Luis Felipe de Oliveira said of the awards. “The future success of airports hinges on the unwavering commitment to delivering a stellar customer experience at every touchpoint. In an era where passenger expectations are evolving rapidly, excellence in customer service isn’t just a goal; it’s the key to ensuring airports remain not just gateways, but memorable destinations in themselves.”
Amadeus EVP Airport & Airline Operations Rudy Daniello added, “Over the past few years many airports have applied technologies like self-service and biometrics to improve the experience for passengers across key airport touchpoints. What we’re seeing now is a desire to move to the next level by working more collaboratively with airlines and other partners to better manage the impact of disruption. The management of disruptions is a defining issue for passengers, so we look forward to working closely with the industry as it develops new approaches that deliver improved outcomes for passengers.”
