Passenger Choice: The World’s Best Airports in 2023

interior of an airport terminal at sunset.
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Airports play a crucial role in the travel experience, serving as gateways to destinations around the world. The quality of service provided at airports significantly influences passengers’ overall travel experience.

Recognizing this importance, the Airports Council International (ACI) World, in collaboration with Amadeus, a leading travel technology company, announces the best airports for customer experience worldwide through the prestigious Airport Service Quality (ASQ) Awards.

The ASQ Awards

The ASQ Awards are highly regarded in the aviation industry for their comprehensive approach to measuring and benchmarking airport customer experience.

Unlike other programs, the ASQ methodology involves live research conducted through surveys administered directly to travelers at the airport, capturing their satisfaction levels on the day of travel.

The partnership between ACI World and Amadeus commits to enhancing passenger experience in airports globally.

Amadeus, with its expertise in travel technology, brings innovative solutions to improve various touchpoints of the passenger journey.

A passenger walks to the airport terminal.
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Methodology of ASQ Program

The ASQ program employs a rigorous and scientific methodology, covering over 30 performance indicators across key elements of the passenger’s airport experience.

This methodology ensures meaningful statistical inference and provides unparalleled insights into the passenger experience journey.

ACI World Director General, Luis Felipe de Oliveira, emphasizes the importance of prioritizing passenger experience in airports.

In an era of evolving passenger expectations, delivering stellar customer service is essential for airports to remain memorable destinations in themselves.

Rudy Daniello, EVP Airport & Airline Operations at Amadeus, highlights the industry’s commitment to customer experience improvement, leveraging technologies like self-service and biometrics.

Collaborative efforts between airports and airlines aim to address disruptions effectively, enhancing outcomes for passengers.

Passengers in an airport departures terminal.
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Highlights of ASQ Awards 2023

In 2023, over half of the world’s travelers passed through ASQ airports, highlighting the program’s credibility and influence. From 595,000 surveys collected, 170 ASQ Awards were won by 90 airports globally.

Categories and Winners

ASQ Awards recognize airports in various categories, including Best Airports by Size and Region, Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport.

Notable winners include Casablanca Mohammed V International Airport, Sultan Hasanuddin International Airport, and Guayaquil International Airport.

Passengers in an airport terminal.
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Awards in All 5 Categories

9 airports across all regions have won ASQ Awards in all 5 departure categories, maximizing a pleasant experience at every stage of the airport journey:

  • Africa: Casablanca Mohammed V International Airport
  • Asia-Pacific: Sultan Hasanuddin International Airport; Yogyakarta International Airport
  • Europe: Izmir Adnan Menderes Airport; Aeroporto di Roma-Fiumicino
  • Latin America: Guayaquil International Airport
  • Middle East: Salalah Airport
  • North America: Greenville-Spartanburg International Airport; Gerald R. Ford International Airport

Recognition of Excellence

8 airports have been inducted into the ACI World Director General’s Roll of Excellence—a recognition given to airports that have won multiple ASQ awards over a five-year period in the last 10 years. The inductees are:

  • Shenzhen Bao’an International Airport
  • Chandigarh Airport
  • Casablanca Mohammed V International Airport
  • Muscat International Airport
  • Cincinnati/Northern Kentucky International Airport
  • Sultan Mahmud Badaruddin II Airport
  • Sultan Hasanuddin International Airport
  • Zagreb International Airport

A full list of the winning airports for 2023 can be found here.

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By Len Varley - Assistant Editor 4 Min Read
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