#None #ASQ Awards #Airports Council International #SITA

Top Airports Around the World Excelling in Customer Experience

In a remarkable achievement for the aviation industry, the Airports Council International (ACI) has unveiled the winners of the ASQ 2025 Awards, celebrating the airports that have excelled in enhancing passenger experience. The results are particularly significant as they reveal that airports are surpassing various other sectors in terms of customer satisfaction—a trend that is expected to rise even further amidst increasing global air traffic.

Rising Passenger Satisfaction

According to the latest findings, global air traffic is projected to reach a staggering 9.8 billion passengers in 2025, with expectations of climbing to 10.2 billion in 2026. This forecast underscores the pressing need for airports to provide high-quality and welcoming experiences. Amid this growth, despite the bustling crowds often associated with such numbers, passenger satisfaction has been on the rise. Reports indicate that major advancements in airport facilities and services have contributed to this upward trend.

The ASQ (Airport Service Quality) Awards are unique as they are the only global benchmarking program specifically measuring passenger satisfaction across every aspect of their airport journey. Randomly selected passengers complete surveys at departing and arriving gates, ensuring that the feedback is both timely and representative of the current travel climate. Over 707,000 travelers participated in the surveys this year, providing a comprehensive overview of passenger sentiment.

What Contributes to Passenger Satisfaction?

One of the highlights from the ASQ 2025 findings indicates that cleanliness and airport ambiance are primary factors influencing passenger satisfaction rates. Efficient border control and passport processing have shown significant improvements as well, attributed largely to the professionalism and efficiency of frontline staff. The integration of technology also plays a pivotal role, offering a smoother travel experience through self-service kiosks and digital assistance.

“In the face of growing demands, airports are showcasing that passenger satisfaction can continuously improve,” states Justin Erbacci, ACI’s Director General. This suggests a dedicated commitment by airport teams worldwide, who strive continuously to enhance the travel experience.

Diverse Recognition of Excellence

This year's awards ceremony recognized a record number of airports, with 100 airports honored for their exceptional passenger service across various categories. Notably, innovative service strategies and the adoption of cutting-edge technologies were key themes in the winning entries. Awards were distributed across categories including:

• - Top Airports for Departures – 88 recipients
• - Most Dedicated Staff – 23 winners
• - Easiest Journey – 26 recipients
• - Best Airport Environment – 23 winners
• - Cleanest Airports – 29 winners
• - Top Airports for Arrivals – 6 recipients

Additionally, several airports were honored with the ACI Director General’s Global Excellence Award, recognizing their consistent delivery of high-quality passenger experiences.

Upcoming Celebrations

The ASQ 2025 Customer Experience Awards ceremony is set to take place at the ACI Airport Experience Global Summit in Istanbul, Turkey, from August 31 to September 4, 2026. This prestigious annual event draws over 800 airport executives, experience management experts, and industry professionals who convene to explore and share the latest trends and strategies shaping the future of air travel.

Conclusion

The ACI’s commitment to excellence demonstrates the industry’s dedication to not merely meeting but exceeding passenger expectations. As air travel continues to evolve rapidly, the emphasis on providing seamless and enriching travel experiences is likely to remain a defining aspect of airport operations. With customer satisfaction increasingly at the forefront, the future looks bright for the world’s airports.

For more information on the ASQ program and to view a complete list of the 2025 winners, please visit www.aci.aero.