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The Best Airports for Customer Experience in 2025

The Airports Council International (ACI) World recently unveiled the winners of the 2025 ASQ Customer Experience Awards, highlighting how airports globally are excelling in customer satisfaction, outshining other sectors. This surge in passenger satisfaction comes amidst growing air travel demand, with an anticipated 9.8 billion passengers expected globally by the end of 2025, projected to increase to 10.2 billion in 2026. This substantial growth places increased pressure on airports to provide inviting and high-quality experiences.

Overview of the ASQ Customer Experience Awards

The ASQ awards represent the only global benchmarking framework measuring traveler satisfaction in real time, effectively capturing the nuances of passenger experiences at the airport. Passengers are randomly selected for surveys at departure and arrival gates throughout the year, ensuring a comprehensive overview of their experiences.

Yearly, airports are assessed based on various dimensions of customer satisfaction. The 2025 awards indicated significant growth in passenger contentment despite rising traffic. Noteworthy statistics include that nearly 707,000 travelers were surveyed, and more than half of global air travelers passed through an ASQ-rated airport.

Key areas reflecting notable improvements included border control and passenger processing, while airport cleanliness and environment emerged as major components of overall satisfaction.

The Impact of Growth on Passenger Experience

Justin Erbacci, Director General at ACI World, commented on the results, emphasizing that improving passenger satisfaction amid increasing visitor numbers is a remarkable achievement. He celebrated the dedication of airport teams globally and underscored two decades of ASQ reporting, which has become instrumental in enhancing travelers' journeys. This year's awards celebrated over 100 airports for their exemplary service, a testament to the industry's commitment to fostering seamless experiences.

Growth in Award Categories

The results revealed a shift, with more than 35% of new winners across several price categories, underscoring the diversity of exceptional operators in the industry. According to Pedro Alves, Senior VP at SITA, the ceremonies recognize the hard work that goes into creating enhanced travel experiences.

What Enhances Passenger Satisfaction

Data from the ASQ results highlighted an increasing traveler focus on clean, welcoming airport environments and efficient, human-centered interactions. Improvements in border control emphasize the vital role airport staff play in reducing passenger stress during crucial travel moments.

The combination of these insights aligns closely with findings from the ASQ 2026 Global Traveler Survey Report, emphasizing the ongoing shifts in traveler expectations.

Recognition of Airport Excellence

The award distribution in 2025 included 195 honors across various categories: 88 awards for best departure airports, 23 for outstanding employee engagement, and recognition for the cleanest and most accessible airports, among others. Superlative performance was acknowledged, with eight airports joining the ACI World Director General's Roll of Excellence, a recognition of consistent, high-quality passenger services.

Upcoming Event: ASQ Customer Experience Awards Ceremony

The 2025 ASQ Customer Experience Awards ceremony will occur during the ACI World Airport Experience Summit scheduled in Istanbul, Türkiye, from August 31 to September 4, 2026. This premier event will gather over 800 airport executives and experts focusing on customer and employee experience innovation.

About ACI and SITA

Airports Council International (ACI) represents airport-related interests and is instrumental in delivering a secure and sustainable air transport system. With 811 members managing over 2,200 airports across 160 nations, ACI plays a pivotal role in shaping global aviation policy.

Additionally, SITA stands at the forefront of aerospace technology, enhancing secure and sustainable travel solutions, thereby playing a crucial part in passenger data exchanges and airport efficiency.

For deeper insights and the complete list of 2025 ASQ winners, consider visiting ACI's website. The ASQ program not only elevates industry standards but also enhances the passenger experience through verified methodologies underpinning awards recognition.