ACI World unveils ASQ Award winners

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Airports Council International (ACI) World has announced the winners of its 2016 Airport Service Quality (ASQ) Awards.

Passengers who complete an ASQ survey are asked to assess 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants. Each airport uses the exact same survey, creating an industry database that enables operators to compare themselves against other airports around the world. In 2016, approximately 600,000 individual surveys were completed in 41 languages across 84 countries.

The awards are presented to the airports whose customers have rated them the highest over the course of the year. The categories have been designated to recognize the achievements of airports of different sizes and in different regions.

Angela Gittens, director general, ACI World, said, “I am delighted that as we celebrate the 10th anniversary of helping airports understand how best to serve their customers with the ASQ program, we see our largest group of winners ever. These airports have dedicated themselves to delivering a stellar customer experience. Promoting a culture of continuous service improvement has become a matter of gaining competitive advantage and optimizing non-aeronautical revenue performance. ACI proudly recognizes these accomplishments and we look forward to seeking more effective, efficient and profitable ways of serving the flying public together.”

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


1) Mauritius Airport

2) Durban Airport

3) Cape Town Airport


1) Seoul Incheon Airport

2) (Tied) Delhi, Mumbai and Singapore airports

3) (Tied) Beijing and Haikou airports


1) Sochi Airport

2) Moscow Sheremetyevo Airport

3) (Tied) Dublin, Malta, Porto and Zurich airports

Middle East

1) Abu Dhabi Airport

2) Amman Airport

3) Dubai AIrport

North America

1) (Tied) Indianapolis Airport, Jacksonville Airport, Toronto Billy Bishop Airport

2) (Tied) El Paso Airport, Ottawa Airport, Tampa Airport

3) (Tied) Austin-Bergstrom Airport, Dallas Love Field Airport, Edmonton Airport, Halifax Airport, San Antonio Airport, Winnipeg Airport

Latin America & Caribbean

1) Guayaquil Airport

2) (Tied) Nassau Airport and Punta Cana Airport

3) (Tied) Aruba Airport and Quito Airport

Best airport by size:

2–5 million passengers per year

1) (Tied) Guayaquil Airport, Jaipur Airport, Sochi Airport

2) (Tied) Srinagar Airport, Toronto Billy Bishop Airport

3) (Tied) Langkawi Airport, Ottawa Airport

5–15 million passengers per year

1) (Tied) Hyderabad Airport, Tianjin Airport

2) (Tied) Changchun Airport, Hohhot Airport

3) (Tied) Amman Airport, Chiang Mai Airport, Cochin Airport, Indianapolis Airport, Jacksonville Airport

15–25 million passengers per year

1) Haikou Airport

2) (Tied) Sanya Airport, Seoul Gimpo Airport

3) Denpasar Airport

25–40 million passengers per year

1) Taipei Taoyuan Airport

2) Shenzhen Airport

3) Hangzhou Airport

Over 40 million passengers per year

1) Seoul Incheon Airport

2) (Tied) Delhi Airport, Mumbai Airport and Singapore Airport

3) Beijing Airport

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Dan originally joined Passenger Terminal World in 2014 having spent the early years of his career in the recruitment industry. As online editor, he now produces daily content for the website and supports the editor with the publication of each exciting new issue. When he’s not reporting on the latest aviation news, Dan can be found on the golf course or apprehensively planning his next DIY project.

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