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ACI reveals service quality winners

 

Airports Council International (ACI) has announced the winners in its 2017 Airport Service Quality (ASQ) awards.  The annual program measures passengers’ views as they use the facilities.   The program serveyed 343 airports in 2017 – at present 74% of the world’s top 100 busiest airports are part of the ASQ network.

Included among the winners are:

Best airport (more than 2m ppa)
Africa Asia-Pacific Europe Middle East North America Latin America-Caribbean
Casablanca Delhi / Mumbai Sochi Abu Dhabi Indianapolis / Jacksonville Guayaquil

 

Best airport (fewer than 2m ppa)
Africa Asia-Pacific Europe Middle East  North America Latin America-Caribbean
George Indore Mercia Portland Maine Mazatlan

 

Most improved airport
Africa Asia-Pacific Europe Middle East  North America Latin America-Caribbean
Nairobi Ahmedabad Zagreb Dubai Cleveland Belo Horizonte

 

Best airport
2-5m ppa 5-15m ppa 25-40m ppa 40m ppa+
Lucknow Hyderabad Denpasar / Haikou / Sanya Delhi / Mumbai
Guayaquil Balikpapan / Hohhot Bangalore Beijing / Shanghai Pudong
Bandung Cochin / Kolkata / Pune Chennai / Surabaya Taipei Taoyuan

The ASQ program surveys passengers at on the day of travel, at each airport.  It measures their views of key performance indicators including airport access, check-in, security screening, toilets, shops and restaurants.  Additionally it captures passenger comments of their best and worst experiences.  Each airport uses the same methodology, creating an industry database that allows airports to compare themselves to other airports around the world.  The ASQ program also has a feature that facilitates sharing of best practices among airport opera

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