Airport Customer Experience and the ASQ Awards

Ajayi Ibikunle by Ajayi Ibikunle | Apr 8, 2019

The relationship between the customer experience and an airport has changed over the last few years.  At the same time, the expectations of passengers have also rapidly evolved. As the customer experience reaches new heights across all industries what is expected has been raised across the board, and the travel industry is no exception.

Customer experience in airports

In response to these rising expectations, airports now serve more purpose than a place for simply transporting passengers from point a to point b. They are the first points of contact within a city or country. They form the first impression that a passenger has when reaching their destination. They also create a lasting memory of the city – the final cap to all the experiences the city has to offer. An airport cannot provide excellent customer experience by focusing on one element or touchpoint. Airports needs to provide a 3600 view, since customer experience is a holistic concept.

ASQ Departure Survey

After careful consideration and analysis, due to the constant evolution of customer experience the ASQ Departure Survey has been enhanced. For the 2018 awards, changes have been made reflecting the dynamic airport industry. These include the introduction of a new scoring system for selecting winners, new award categories, and new awards. The winning airports are now selected based on a percentage, whereby recognition will be given to the top 20th percentile in all sizes and regions. Three new award categories have also been created and they reflect new factors that influence customer experience in airports. The new categories that represent the top 5% across the world are:

  • Best Airport environment and ambience, by size
  • Best Airport customer service, by size
  • Best Airport infrastructure and facilitation by size.

They were also selected based on the Marginal Impact Analysis result of the ASQ Departure Survey.

The new categories cover 80% of the touchpoints that will increase satisfaction the most, as well as the dimensions with the best return on investment.

International quotes from airports

This year’s 2018 ASQ Award winners include international airports around the globe:

Airports Company South Africa is incredibly proud that four of its South African airports have taken top honours in this year’s ACI ASQ Awards. These awards can be attributed to the tireless efforts of our excellent regional airport management teams, and their continued commitment to the improvement of the customer experience of passengers that go through our airports. We are truly humbled and honoured that passengers have recognized these efforts.

Airports Company South Africa (ACSA)

To be named the Best Airport by size and region in over 40 million passengers in Asia Pacific category is a significant achievement for Mumbai International Airport and a clear affirmation from passengers that we continue to hit the right chord. The extraordinary effort and commitment to deliver a stellar customer experience drives the success of CSMIA. We thank our passengers and partners for their continued support and confidence in us.

Chhatrapati Shivaji International Airport

We are very grateful and proud of this achievement. This result demonstrates the hard work of all stakeholders at our airports. We will continue achieving airport service quality through our airports and ensure that PT Angkasa Pura I’s airports become some of the best in the world.

PT Angkasa Pura I (Persero)

London City Airport has gained a reputation over the years for offering a world class passenger experience, and this award from ACI World is confirmation of it. Our vision is to make air travel to and from the heart of London as quick and easy as possible, with a growing range of airlines and routes which make London City a perfect choice whether for business or leisure. A massive thank you must go to our dedicated staff and business partners, who day in, day out, go that extra mile to provide an airport experience that our passengers truly love.

London City Airport

After opening ‘new Oslo Airport’ back in 2018 we have won several awards, but I think this is the best one so far. It proves that the link between good infrastructure and the people who work at the airport is decisive for creating good travel experiences. We shall use this as inspiration so that the passengers can look forward to meeting dedicated and service-minded employees here in the future.

Oslo-Gardenmoen Airport

This award highlights the great work of our staff in coordination with the government authorities to meet the world quality standards and continue to improve the experience of more than 5.3 million people who passed through our airport in 2018. We will continue to improve the airport’s infrastructure, to help in the development of Costa Rica and to keep standing out among the best in Latin America and the Caribbean.

AERIS Holdings Costa Rica

Winning this prestigious accolade is a true reflection of our commitment to continuously enhancing the quality of services extended at QAIA and providing our passengers with a positive travel experience, whether it be through improved facilities, expedited procedures or passenger offerings. I would like to take this opportunity to thank our partners, stakeholders and employees for their unwavering support, as we continue to reach greater heights of success in the future and further reaffirm QAIA’s stance as the Kingdom’s prime gateway to the world.

Airport International Group

Being recognized with an ASQ Award means Fort McMurray International Airport is living one of our core values – exemplary customer service. This award belongs to everyone who works at YMM. From our staff and contractors, to our concessions and airline partners, our world-class team has earned a spot on the global stage. I’m extremely proud of what we’ve been able to achieve together.

Fort McMurray Airport Authority

Receiving an Airports Council International award is one of the greatest accomplishments an airport can achieve. It is truly an honor for Detroit Metropolitan Airport to be named one of the Best Airports in North America within its size category in the 2018 Airport Service Quality Survey. Our internal departments, along with our airline partners, tenants and federal partners continue to raise the bar regarding customer service. We strive to make traveling a positive experience for our customers and are delighted our customers have noticed.

Wayne County Airport Authority

The 2018 ASQ Awards Gala dinner will be held during the ACI Customer Experience Global Summit from 2 – 5 September 2019 in Bali, Indonesia.

Ajayi Ibikunle

Ajayi Ibikunle

Administrative Coordinator, ASQ, ACI World
Ibikunle's responsibilities include overseeing the deployment of ASQ marketing strategies into daily actions. He is also responsible for liaising between ASQ and other ACI departments.
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