Airports Council International (ACI) World announced the winners of the 2016 Airport Service Quality (ASQ) Awards
Airports large and small from around the globe demonstrated airports’ commitment to providing an excellent customer experience.
"Queen Beatrix International Airport (Aruba Airport) is delighted to have won 1st Place for Most Improved Airport by Region and 3rd Place in Best Airport by Region, both in the Latin America & Caribbean Category. Our passengers are our main priority and we take this very seriously. The entire airport team together with our partners work very hard to give our passengers the best travel experience possible whilst maintaining the highest levels of safety and security. The ASQ Program has given us valuable tools to assess and direct our improvement efforts, and this award is a re-assurance that we are on the right track and we will continue to strive to become leaders in the field of customer service. This award is not just a win for the airport, but a big win for our passengers!" said Marc Figaroa, Head Commerce at Aruba Airport.
“I am delighted that as we celebrate the 10th anniversary of helping airports understand how best to serve their customers with the ASQ Programme, we see our largest group of winners ever,” said Angela Gittens, Director General, ACI World. “These airports have dedicated themselves to delivering a stellar customer experience. Promoting a culture of continuous service improvement has become a matter of gaining competitive advantage and optimising non-aeronautical revenue performance. ACI proudly recognizes these accomplishments and we look forward to seeking more effective, efficient and profitable ways of serving the flying public together.”
ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. Every year, the Programme delivers some 600,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants. Each airport uses the exact same survey, creating an industry database that allows airports to compare themselves to other airports around the world. The ASQ Programme also has a feature that facilitates sharing of best practices among airport operators.
The ASQ Awards are presented to those airports whose customers have rated them the highest over the course of the year. The categories have been designated to recognize the achievements of airports of different sizes and in different regions.
The ASQ Awards Ceremony will be held at the 27th ACI Africa/World Annual General Assembly, Conference & Exhibition in Port Louis, Mauritius, 16–18 October 2017.