#None #ASQ Awards #Airport Innovation #passenger experience

Unveiling the Best Airports for Customer Experience

Airports around the globe have achieved remarkable success in enhancing customer satisfaction, as revealed by the latest 2025 ASQ Customer Experience Awards. This esteemed program, overseen by Airports Council International (ACI), acknowledges the finest airports in customer experience, showcasing their ability to thrive in an ever-growing arena. According to ACI's reports, passenger satisfaction is on the rise, demonstrating that airports can exceed expectations even as traffic volumes soar.

Continuing Growth in Passenger Traffic

With global passenger numbers projected to hit 9.8 billion in 2025 and rise further to 10.2 billion in 2026, airports face mounting pressures. The challenge is to maintain efficient, welcoming, and high-quality services to accommodate this influx. The data from the 2025 ASQ Awards, based on feedback from nearly 707,000 passengers surveyed in real-time throughout the year, illustrates a clear trend: airlines are performing remarkably well in terms of customer satisfaction.

Understanding the ASQ Awards

The ASQ program serves as a unique global benchmark, assessing passenger satisfaction while travelers are physically at the airport. Surveys are conducted through a scientifically designed sampling method that captures real-time experiences at arrival and departure points. Each year, the awards highlight airports worldwide that excel across multiple dimensions of the customer journey, including cleanliness, ambience, and staff dedication.

Key Highlights from the 2025 Awards

Among the key findings of the latest awards:

• - Passenger satisfaction has grown globally, even with increased traffic.
• - Border and Passport Control areas noted the largest satisfaction gains, highlighting the importance of efficient processing.
• - Cleanliness and a welcoming atmosphere were identified as the strongest factors behind overall satisfaction ratings.
• - Over 35% of award categories featured new winners, indicating a shift in service excellence across the industry.

Justin Erbacci, ACI World’s Director General, emphasized that these achievements reflect the dedicated efforts of airport teams and stakeholders. He stated, “These awards celebrate the commitment to enhancing passenger experiences, demonstrating that satisfaction can rise amid growing operational pressures.”

Elevating Passenger Experience Through Innovation

As air travel continues to evolve, passengers demand increasingly seamless and rewarding experiences. Recognizing this trend, airports worldwide are stepping up their game. According to Pedro Alves, Senior Vice President of Borders at SITA, “These awards are a recognition of the remarkable work airports do every day.”

Nathalie Altwegg, also a Senior Vice President at SITA, remarked that innovation and dedication are helping to redefine the passenger journey, further enhancing satisfaction levels.

Winners of the 2025 ASQ Awards

This year, 100 airports were honored for their commitment to passenger experience, with 195 awards distributed across various categories, including:

• - 88 Best Airports at Departures
• - 23 Best Airports Most Dedicated Staff
• - 26 Best Airports Easiest Airport Journey
• - 29 Best Airports Cleanest Airport

Additionally, eight airports received the ACI World Director General's Roll of Excellence, which signifies consistent high-quality passenger experience.

Upcoming Ceremony

The 2025 ASQ Customer Experience Awards Ceremony is scheduled for the ACI World Airport Experience Summit in Istanbul, Türkiye, from August 31 to September 4, 2026. This key event will bring together over 800 airport executives and customer experience experts, targeting recent strategies that are shaping the industry.

About ACI

Airports Council International (ACI) acts as the primary trade association for airports around the world, representing the interests of various global airports. With 811 members operating over 2,200 airports across 160 countries, ACI plays a pivotal role in promoting a secure, efficient, and sustainable global air transport system.

As the industry continues to innovate and upgrade, the results from the ASQ Awards serve as powerful indicators of how airports worldwide prioritize and enhance passenger satisfaction.