#USA #Montreal #Airport Experience #ASQ Awards #Passenger Feedback

Recognizing Top Airports for Customer Experience

On March 10, 2025, Airports Council International (ACI) World, in collaboration with travel technology company Amadeus, unveiled the winners of the prestigious ASQ (Airport Service Quality) Airport Experience Awards for 2024. The awards are widely recognized as the benchmark for excellence in airport customer experience, determined exclusively by passenger feedback.

The ASQ program is known for being the most comprehensive and reliable global measurement initiative in the aviation sector, gathering real-time feedback from travelers through live surveys at airports worldwide. This rigorous methodology ensures a precise representation of various passenger experiences, making it the sole survey that allows for fair comparisons across airports.

Highlights from the 2024 ASQ Awards

This year marked a significant milestone for the ASQ program, with nearly 700,000 surveys completed and over half of the world's travelers passing through an ASQ-rated airport. This underlines the program's essential role in shaping global service standards. A total of 181 ASQ awards—an all-time high—were given to 95 airports around the globe, recognizing their commitment to delivering exceptional passenger experiences.

Award Categories

The awards cover multiple categories aimed at recognizing diverse aspects of the airport experience, including:

• - Best airports categorized by size and region
• - Most dedicated staff
• - Easiest journey to the airport
• - Nicest airport environment
• - Cleanest airport
• - Best airports for arrivals

Regional Winners

Particular airports stood out and received ASQ awards across the five categories, showcasing their commitment to quality and service excellence. Some notable winners include:

• - Africa: Dakar Blaise Diagne International Airport
• - Asia-Pacific: Beijing Daxing International Airport, Singapore Changi Airport
• - Europe: Rome Fiumicino Airport, Milas-Bodrum Airport
• - Latin America: Chihuahua International Airport, Monterrey International Airport
• - Middle East: Salalah Airport
• - North America: Gerald R. Ford International Airport, Greenville-Spartanburg International Airport

New Members of the ACI World Director General's Roll of Excellence

The ACI World Director General's Roll of Excellence is among the highest honors in the airport industry, recognizing those that have consistently excelled in service over the last decade. This year, ten airports joined this prestigious list:

• - Alicante-Elche Airport
• - Beijing Daxing International Airport
• - Copenhagen Airport
• - El Hierro Airport
• - Hartsfield-Jackson Atlanta International Airport
• - Inverness Airport
• - Jenderal Ahmad Yani International Airport
• - Juanda International Airport
• - Salalah Airport
• - Shijiazhuang Zhengding International Airport

Insights from Industry Leaders

Justin Erbacci, the General Director of ACI World, stated, "In today's rapidly evolving world, where passenger expectations are higher than ever, airports must continuously push the boundaries of service to stay ahead. The 2024 ASQ awards recognize those that create memorable, seamless experiences transforming the entire passenger journey and helping shape the future of air travel."

Rudy Daniello, Executive Vice President of AirOps at Amadeus, noted, "The aviation industry is set to implement radical changes in passenger experience. Shifts in airline systems and technological standards allow for rethinking processes that have been in place for decades, truly transforming travel. Imagine a future where check-in is unnecessary and visa checks are conducted digitally prior to travel. In this vision, airport terminals can be redesigned around the passenger, drastically reducing the need for fixed counters and associated queues. We foresee greater personalization and itinerant agents providing a greatly simplified passenger experience. I’m eager to see how airports and travelers embrace these changes."

Looking Forward: The 2024 ASQ Awards Ceremony

The ASQ Awards ceremony for 2024 is set to take place during the ACI World Airport Experience Summit in Guangzhou, China, from September 8 to 11, 2025. This annual prestigious event will gather industry leaders, experts, and innovators to discuss the future of customer and employee experience, sharing the latest strategies and insights.

About Airports Council International (ACI)

Airports Council International (ACI) is the world’s airport trade association, comprising ACI World and regional divisions across Africa, Asia-Pacific, Europe, Latin America, and North America. Representing the interests of airports during key policy development phases, ACI significantly contributes to ensuring a safe, efficient, and environmentally sustainable global air transportation system. As of January 2025, ACI serves 830 members and operates 2,181 airports in 170 countries.

About Amadeus

Amadeus is dedicated to enhancing the travel experience for everyone everywhere by inspiring innovation, partnerships, and accountability to people, places, and the planet. Their technology drives the travel and tourism industry, redesigning travel for a sustainable future. Amadeus has been recognized on the Dow Jones Sustainability Index for over a decade.

For more information, visit Amadeus.