The Best Airports in the World for Customer Experience Revealed by ACI World
The Best Airports in the World for Customer Experience Revealed by ACI World
Airports Council International (ACI) has recently disclosed the results of the 2025 ASQ Customer Experience Awards, emphasizing that airports have outperformed multiple industries in delivering exceptional customer experiences. With a significant rise in passenger satisfaction, the awards are a testament to the diligent efforts made by airport staff and stakeholders worldwide.
Global air traffic is expected to continue its upward trajectory, reaching approximately 9.8 billion passengers by 2025 and 10.2 billion by 2026. This anticipated growth underscores the increasing demand for airports to facilitate efficient, hospitable, and high-quality experiences on a grand scale. The ASQ awards serve as a unique global benchmarking initiative, measuring passenger satisfaction at the moment they interact with airport services.
Highlights of the ASQ Customer Experience Awards
The ASQ program stands out as the only worldwide benchmarking system that assesses passenger satisfaction in real time, allowing for a detailed and timely evaluation of the airport experience. Random selections of passengers are approached for surveys at boarding and disembarking gates using a scientifically structured sampling method. These surveys are conducted throughout the airport's operating hours, every day, and every month.
This year, the awards recognize that passenger satisfaction has generally improved, despite increasing traffic. Nearly 707,000 passengers participated in the global study, which revealed that over half of air travelers worldwide passed through an ASQ-rated airport. Areas showing notable satisfaction gains included border and passport control, demonstrating the vital role frontline staff plays in alleviating stress during critical moments of travel.
Moreover, the ambiance and cleanliness of airports were identified as key factors contributing to overall satisfaction. This year, several award categories saw more than 35% of new winners, indicating an evolving landscape in customer expectations and experiences at airports.
Insights from Industry Leaders
Justin Erbacci, CEO of ACI World, remarked, "Airports demonstrate that passenger satisfaction can continue to rise amidst increasing pressure. These awards reflect the collective efforts of airport teams and stakeholders across the globe. As we celebrate the 20th anniversary of the ASQ program, we recognize two decades of trusted insights that have empowered airports to enhance passenger journeys. Congratulations to all ACI ASQ award winners for their unwavering commitment to passenger experience."
Pedro Alves, Senior Vice President at SITA, also commented on the rapidly evolving landscape of air travel, stating, "Passengers expect smoother and more enriching experiences than ever before. These awards acknowledge the exceptional work being accomplished daily at airports across the globe."
Nathalie Altwegg, Senior Vice President at SITA for airports, added, "Airports are continuously raising the bar through innovation and dedication, and we are proud to stand with our partners as they redefine the passenger journey."
Enhancing Passenger Satisfaction
The ASQ 2025 survey indicates that travelers increasingly appreciate clean, welcoming airport environments, as well as seamless, human-centered interactions. Improvements in border and passport controls highlight the crucial role of frontline personnel in minimizing stress and uncertainty during pivotal travel moments. Notably, these findings align with conclusions from the ASQ 2026 Global Traveller Survey Report.
A Record Number of Award Winners
This year's award recipients represent the largest cohort to date, with 100 airports recognized for their excellence in passenger experience, totaling 195 awards distributed across various categories and regions. Among these are:
- - 88 Best Departures Airports
- - 23 Best Airports for Dedicated Staff
- - 26 Easiest Airports to Navigate
- - 23 Most Enjoyable Airports
- - 29 Cleanest Airports
- - 6 Best Arrivals Airports
Additionally, 8 airports have earned a place on the ACI World Director General's Roll of Excellence, acknowledging their consistent high-quality performance in providing exceptional passenger experiences.
Upcoming Ceremony
The prestigious 2025 ASQ Customer Experience Awards Ceremony is slated to take place during the ACI World Airport Experience Summit in Istanbul, Türkiye, from August 31 to September 4, 2026. This annual event aims to gather over 800 airport executives, customer experience experts, and other relevant professionals to discuss the latest strategies shaping the airport industry.
About ACI
The Airports Council International (ACI) is a global professional association for airports. Representing the interests of airports in key policy-making phases, ACI significantly contributes to establishing a safe, secure, efficient, and environmentally friendly global air transport system. As of January 2026, ACI consists of 811 members operating over 2,200 airports in more than 160 countries worldwide.
About SITA
SITA serves as the technology powerhouse for the air transport industry, facilitating safer, more convenient, and sustainable travel. Its technology is utilized by over 1,000 airports and has a footprint in 2,500 clients, while handling 45 to 50% of global air transport data. SITA shapes the future of travel, enhancing airport operations and passenger experiences, affirming its influence beyond aviation into areas such as cruise lines and urban air mobility.
For more information, please visit www.sita.aero.
Topics Travel）
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