ACI announced 2015 ASQ Award winners

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Airports Council International (ACI) has announced the winners of the 2015 Airport Service Quality (ASQ) Awards, a premier passenger service benchmarking program for airports.

ASQ delivered over 550,000 in-depth passenger surveys at over 300 airports across more than 80 countries worldwide last year, and a new category was included in 2015 – Best Airport by Size and Region.

“Airports’ increasing concentration on ensuring a stellar passenger experience is part of a larger trend,” noted Angela Gittens, director general, ACI World. “Airports have evolved into complex, customer-focused businesses in their own right that in many cases are in competition with each other for passenger traffic. From duty free and restaurants to ambience, cleanliness, courtesy of staff, amenities, efficiency and more, air travelers are expecting big things from the airports through which they travel. More than anything, ASQ is a way for participants to measure the extent to which they deliver on these expectations.”

The 2015 results have been expanded to include the new category and more robust winners’ lists (several airports have tied in their respective categories). ASQ has statistically validated the winners to ensure accuracy; as such, a tie indicates that no statistical difference has been found between the scores of two or more airports. Furthermore, the Best Airport by Size and Region category is only applicable to size categories that contain a minimum five qualifying airports.

New Top Airports by Region lists are also now available on the ASQ website. These enhancements effectively highlight the high proportion of worldwide airports – both large and small, from developing and developed countries – that are focusing on customer service as a means of fostering traveler loyalty in an increasingly competitive environment.

The world’s top airports for passenger service in 2015, as chosen by the world’s travelers, are:

Best Airport by Region (over 2 million passengers per year)

Africa

First place: Mauritius

Second place (tie): Cape Town; Durban

Third place: Johannesburg

Asia-Pacific

First place (tie): Seoul Incheon; Singapore

Second place (tie): Beijing; Mumbai; New Delhi; Sanya Phoenix; Shanghai Pudong

Third place (tie): Guangzhou Baiyun; Taiwan Taoyuan; Tianjin Binhai

Europe

First place (tie): Moscow Sheremetyevo; Pulkovo; Sochi

Second place (tie): Dublin; Malta; Prague; Zurich

Third place (tie): Copenhagen; Keflavik; London Heathrow; Porto; Vienna

Middle East

First place: Amman

Second place (tie): Abu Dhabi; Doha

Third place (tie): Dammam; Dubai; Tel Aviv

North America

First place: Indianapolis

Second place (tie): Dallas Love Field; Grand Rapids; Jacksonville; Ottawa; Tampa

Third place (tie): Austin; Detroit; Sacramento; San Antonio; Toronto Billy Bishop

Latin America-Caribbean

First place: Guayaquil

Second place: Quito

Third place: Punta Cana

Best Airport by Size

2–5 million passengers per year

First place: Jaipur

Second place: Lucknow

Third place: Guayaquil

5–15 million passengers per year

First place: Sanya Phoenix

Second place: Tianjin Binhai

Third place: Hyderabad

15–25 million passengers per year

First place: Seoul Gimpo

Second place: Wuhan

Third place: Denpasar

25–40 million passengers per year

First place (tie): Mumbai; New Delhi

Second place: Taiwan Taoyuan

Third place: Shanghai Hongqiao

Over 40 million passengers per year

First place (tie): Seoul Incheon; Singapore

Second place (tie): Beijing; Shanghai Pudong

Third place: Guangzhou Baiyun

Best Airport by Region (under 2 million passengers per year)

Africa: Upington

Europe: Skopje

North America: Portland

Latin America-Caribbean: Culiacan

Best Airport by Size and Region (new category)

Asia-Pacific

2–5 million passengers per year: Jaipur

5–15 million passengers per year: Sanya Phoenix

15–25 million passengers per year: Seoul Gimpo

25–40 million passengers per year: New Delhi

Over 40 million passengers per year: Seoul Incheon

Europe

2–5 million passengers per year: Sochi

5–15 million passengers per year: Pulkovo

15–25 million passengers per year: Dublin

25–40 million passengers per year: Moscow Sheremetyevo

Over 40 million passengers per year: London Heathrow

North America

2–5 million passengers per year: Grand Rapids

5–15 million passengers per year: Indianapolis

Most Improved Airport

Africa: Nairobi

Asia-Pacific: Denpasar

Europe: Istanbul

Latin America-Caribbean: Kingston

Middle East: Dammam

North America: Saskatoon

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Helen has worked for UKi Media & Events for nearly a decade. She joined the company as assistant editor on Passenger Terminal World and since progressed to become editor of five publications, covering everything from aviation, logistics and e-commerce to meteorology. She has a love for travel and property and has redeveloped three houses in three years. When she’s not editing magazines, she’s running around after her two boys and their partner in crime, Pete the pug.

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