The awards are given to the airports that offer the best customer experience. Credit: Ken Yam on Unsplash.

Airports Council International (ACI) World has revealed the winners of its Airport Service Quality (ASQ) Awards.

The awards are given to the airports that offer the best customer experience according to the opinions of their own passengers.

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In 2020, 140 awards were won by 84 airports, which is claimed to be the largest ever number of recipients.

Among the consistent winners are Indianapolis International Airport, Beijing Capital International Airport, Singapore Changi Airport, Toronto Pearson Airport, Aeroporto di Roma-Fiumicino, Mumbai’s Chhatrapati Shivaji International Airport and Delhi’s Indira Gandhi International Airport.

First time recipients of the award include Ghana’s Kotoka International Airport, India’s Mangalore Airport, Indonesia’s Supadio Airport, Norway’s Aalesund Airport.

ACI world director general Angela Gittens said: “The awards this year have been won by a diverse group of winning airports from around the world, which illustrates the industry-wide commitment to delivering exceptional customer experience.

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“Delivering a better customer experience is an important business strategy in an increasingly competitive airport industry. ACI’s global ASQ programme is the only one that not only recognises excellence but also provides airports with objective measurement and benchmarking to help drive their performance.

“We are pleased to note that the five winning airports in the category of ‘Best airport by size and region (under two million passenger per year in Europe)’, are all first-time winners of an ASQ award.”

The winning airports will receive the awards at the ASQ Awards Ceremony, which will be held during the third ACI Customer Experience Global Summit in Krakow, Poland, in September.

The Airport Service Quality programme is an airport customer experience measurement and benchmarking programme.

The ASQ Departures programme measures satisfaction of passengers across 34 performance indicators.

Last year, over 50% of the world’s 8.8 billion travellers passed through an ASQ airport.

In February, ACI World released guidance to help airports maximise their capacities to meet rising air traffic demands.

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