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Best airports for customer experience in Asia-Pacific and Middle East announced

  • 2024-03-11

A total of 31 airports – 27 airports from Asia-Pacific and 4 from the Middle East- have been recognised with Airports Council International’s (ACI) Airport Service Quality (ASQ) Awards, which are based on most reliable global measurement and benchmarking programme for airport customer experience


The ASQ Programme, developed in partnership with leading travel technology company, Amadeus, stands out as the preeminent airport customer experience measurement and benchmarking programme globally. It is distinguished by its unwavering commitment to a rigorous and scientific methodology. Unlike other programmes in the aviation industry, ASQ’s approach is anchored in live research conducted through surveys administered directly to travellers at the airport, capturing their satisfaction levels.     


Among the 11 Indonesian airports recognised, Sultan Hasanuddin International Airport and Yogyakarta International Airport have both won five out of six award categories. Oman's Salalah Airport topped among the Middle East airports, with five awards. China and India have six airports each in the recognition. 


Mr. Stefano Baronci, Director General, ACI Asia-Pacific & Middle East, said: “From the East to the West, airports in Indonesia, Malaysia, Singapore, Republic of Korea, China, India, Oman, UAE and Jordan have excelled to provide a best-in-class service to their customers. Although the Asia-Pacific region has been the hardest hit by the pandemic, airports in the region have invested significantly in technology, human resources, and infrastructure to ensure that passengers continue to have a memorable and seamless experience.” 


In addition, five airports from Asia-Pacific and the Middle East have been recognised with the ACI World Director General's Roll of Excellence. This honour is conferred on airports that have won multiple Awards over a five-year period in the last 10 years as part of the ASQ programme.  


The ACI ASQ programme is the world’s leading airport customer experience measurement and benchmarking programme. The surveys cover over 30 performance indicators across key elements of the passenger’s airport experience, such as ease of navigation, check-in procedures, shopping and dining offerings.  This comprehensive approach offers a holistic view of the passengers journey at each airport, establishing global benchmarks for the industry.  

 

ACI Airport Service Quality Awards 2023

Indonesia
Yogyakarta International Airport•    Best Airport of 5 to 15 Million Passengers in Asia-Pacific
•    Airport with the Most Dedicated Staff in Asia-Pacific
•    Easiest Airport Journey in Asia-Pacific
•    Most Enjoyable Airport in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
Sultan Hasanuddin International Airport•    Best Airport of 5 to 15 Million Passengers in Asia-Pacific
•    Airport with the Most Dedicated Staff in Asia-Pacific
•    Easiest Airport Journey in Asia-Pacific
•    Most Enjoyable Airport in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
Adi Soemarmo International Airport•    Best Airport of 5 to 15 Million Passengers in Asia-Pacific
•    Airport with the Most Dedicated Staff in Asia-Pacific
•    Easiest Airport Journey in Asia-Pacific
•    Most Enjoyable Airport in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
Sultan Aji Muhammad Sulaiman Sepinggan International Airport•    Best Airport of 5 to 15 Million Passengers in Asia-Pacific
•    Airport with the Most Dedicated Staff in Asia-Pacific
•    Easiest Airport Journey in Asia-Pacific
•    Most Enjoyable Airport in Asia-Pacific
Sultan Aji Muhammad Sulaiman Sepinggan International Airport•    Best Airport of 5 to 15 Million Passengers in Asia-Pacific
•    Airport with the Most Dedicated Staff in Asia-Pacific
•    Easiest Airport Journey in Asia-Pacific
•    Most Enjoyable Airport in Asia-Pacific
Sultan Mahmud Badaruddin II Airport•    Best Airport of 2 to 5 Million Passengers in Asia-Pacific
•    Easiest Airport Journey in Asia-Pacific
•    Most Enjoyable Airport in Asia-Pacific
Supadio Airport    •    Best Airport of 2 to 5 Million Passengers in Asia-Pacific
•    Airport with the Most Dedicated Staff in Asia-Pacific
•    Easiest Airport Journey in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
I Gusti Ngurah Rai Airport•    Best Airport of 15 to 25 Million Passengers in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
Depati Amir Airport•    Best Airport under 2 Million Passengers in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
Pattimura International Airport•    Best Airport under 2 Million Passengers in Asia-Pacific
Juanda International Airport•    Best Airport of 15 to 25 Million Passengers in Asia-Pacific   
China
Guangzhou Baiyun International Airport    •    Best Airport over 40 Million Passengers in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
Beijing Daxing International Airport•    Best Airport of 25 to 40 Million Passengers in Asia-Pacific
•    Cleanest Airport in Asia-Pacific

Shijiazhuang Zhengding International Airport    

•    Best Airport of 5 to 15 Million Passengers in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
Changchun Longjia International Airport•    Best Airport of 5 to 15 Million Passengers in Asia-Pacific
Shenzhen Bao'an International Airport    •    Best Airport over 40 Million Passengers in Asia-Pacific    
Zhangjiakou Ningyuan Airport•    Best Airport under 2 Million Passengers in Asia-Pacific
India
Kempegowda International Airport•    Best Airport at Arrivals Globally
TRV (Kerala) International Airport Limited•    Best Airport at Arrivals Globally
Chhatrapati Shivaji Maharaj International Airport    •    Best Airport over 40 Million Passengers in Asia-Pacific
Indira Gandhi International Airport•    Best Airport over 40 Million Passengers in Asia-Pacific
Rajiv Gandhi International Airport•    Best Airport of 15 to 25 Million Passengers in Asia-Pacific    
Chandigarh Airport•    Best Airport of 2 to 5 Million Passengers in Asia-Pacific
Oman
Muscat International Airport•    Best Airport of 15 to 25 Million Passengers in the Middle East
Salalah Airport•    Best Airport under 2 Million Passengers in the Middle East
•    Airport with the Most Dedicated Staff in the Middle East
•    Easiest Airport Journey in the Middle East
•    Most Enjoyable Airport in the Middle East
•    Cleanest Airport in the Middle East
Republic of Korea
Incheon International Airport•    Best Airport over 40 Million Passengers in Asia-Pacific
•    Most Enjoyable Airport in Asia-Pacific
Gimpo International Airport•    Best Airport of 25 to 40 Million Passengers in Asia-Pacific
Malaysia
Langkawi International Airport•    Best Airport of 2 to 5 Million Passengers in Asia-Pacific
Singapore
Singapore Changi Airport•    Best Airport over 40 Million Passengers in Asia-Pacific Airport with the Most Dedicated Staff in Asia-Pacific
•    Easiest Airport Journey in Asia-Pacific
•    Cleanest Airport in Asia-Pacific
United Arab Emirates
Zayed International Airport – Terminal A•    Best Airport at Arrivals Globally
Jordan
Queen Alia International Airport•    Best Airport of 5 to 15 Million Passengers in the Middle East

 

CATEGORY
COUNTRY / AREA
Hong Kong SAR
AUTHOR
ACI Asia-Pacific & Middle East
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WAGA, ACI Annual assembly, conference, exhibition, aviation conference. ACI World, Riyadh Airports