Airports Council International (ACI) World recently revealed this year’s Airport Service Quality awards which highlight Asia’s best airports as judged by their customers.

The COVID-19 pandemic had a dramatic impact on global passenger traffic in 2020 as well as changing customer perceptions and expectations of the airport experience. Despite the challenges posed by the pandemic, airports managed to collect ASQ surveys from their customers throughout the year and 108 awards have been won by 89 individual airports around the world.

Based on new hygiene related questions added to the survey questionnaire, ACI has introduced a new award – ‘Best Hygiene Measures by Region’ – of which there are 33 inaugural winners across the globe.

This award provided airports with a reliable method of gauging customer response to new health measures and recognizes airports’ success in responding to the intense focus on hygiene. The new category also complements ACI’s Airport Health Accreditation programme, launched last year, which has resulted in more than 275 airports being accredited already.

“ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world,” ACI World Director General Luis Felipe de Oliveira said. “This year more than any other, the awards recognize those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances.

“I am proud of the achievements of all ASQ award winners which shows their focus on delivering excellence in customer experience and setting an example of excellence for their peers. As we come together as an industry to meet the challenges of the COVID-19 pandemic, the focus on customers that the ASQ programme provides will help guide the way.”

BEST HYGIENE MEASURES BY REGION

ASIA PACIFIC
	Beijing Daxing International Airport	Beijing, China
	Chandigarh Airport	Chandigarh, India
	Depati Amir Airport	Pangkal Pinang, Indonesia
	Husein Sastranegara Airport	Bandung, Indonesia
	Netaji Subhash Chandra Bose International Airport	Kolkata, India
	Pune Airport	Pune, India
	Soekarno-Hatta International Airport	Jakarta, Indonesia

BEST AIRPORT BY SIZE & REGION

ASIA-PACIFIC
Under 2 million passengers	Depati Amir Airport	Pangkal Pinang, Indonesia
	Silangit Airport	Tapanuli, Indonesia
	Sultan Thaha Airport	Kota Jambi, Indonesia
2 – 5 million passengers	Chandigarh Airport	Chandigarh, India
	Husein Sastranegara Airport	Bandung, Indonesia
	Jenderal Ahmad Yani International Airport	Semerang, Indonesia
	Lal Bahadur Shastri International Airport	Varanasi, India
	Sri Guru Ram Das Jee International Airport	Amritsar, India
	Sultan Mahmud Badaruddin II International Airport	Palembang, Indonesia
	Supadio Airport	Pontianak, Indonesia
5 – 15 million passengers	Changchun Longjia International Airport	Changchun, China
	Cochin International Airport	Cochin, India
	Shijiazhuang Zhengding International Airport	Shijiazhuang, China
	Sultan Aji Muhammad Sulaiman Sepinggan International Airport	Kalimantan, Indonesia
	Sultan Hasanuddin Makassar International Airport	Ujung, Indonesia
	Xi’ning Caojiapu Airport	Qinghai, China
15 – 25 million passengers	Haikou Meilan International Airport	Haikou, China
	Rajiv Gandhi International Airport	Hyderabad, India
	Shenyang Taoxian International Airport	Shenyang, China
25 – 40 million passengers	Beijing Daxing International Airport	Beijing, China
	Kempegowda International Airport	Bangalore, India
Over 40 million passengers	Beijing Capital International Airport	Beijing, China
	Chhatrapati Shivaji Maharaj International Airport	Mumbai, India
	Guangzhou Baiyun International Airport	Guangzhou, China
	Indira Gandhi International Airport	Delhi, India
	Shanghai Pudong International Airport	Shanghai, China
	Shenzhen Bao’an International Airport	Shenzhen, China
	Singapore Changi Airport	Singapore, Singapore

 

The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.

ACI adapted the rigorous quality control process for the ASQ awards programme to ensure the benchmarking and findings from the ASQ surveys remained of the highest quality during the COVID-19 pandemic.