2014 Airport Service Quality (ASQ) Awards.

Airports Council International (ACI) is pleased to announce the recipients of the prestigious 2014 Airport Service Quality (ASQ) Awards. As the industry’s most comprehensive passenger service benchmarking tool, the ACI ASQ Survey has reliably captured passengers’ immediate appraisal from check-in through departure at the gate at more than 300 airports worldwide. These awards represent passengers’ views on 34 key service indicators and are an objective and accurate indicator of the top worldwide performing airports with regard to passenger service.

“Airports are more than simply points of departure and arrival,” said Angela Gittens, Director General, ACI World. “They are complex businesses in their own right. As such, a focus on serving the passenger has become increasingly important to ensuring success. In the fast-changing landscape of worldwide aviation, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance.

“At the end of the day, good business acumen comes down to a simple equation: better service, improved traffic and a healthier bottom line,” Gittens added.

The ASQ Awards are presented in four categories: Best Airport by Region, Best Airport by Size, Best Small Airport and Best Improvement.

“I see many airports on the 2014 top performers list that have made the cut year in and year out,” Gittens said. “It’s particularly satisfying to know that the benefits of the ASQ programme are long-term and far-reaching. Likewise, there are a number of new faces, effectively proving that ASQ has something to offer every airport, whether well-versed in passenger satisfaction or just beginning the journey toward customer service excellence.”

The following airports represent the best in class for their respective ASQ categories:

Best Airport by Region (first place)

Mauritius (Africa), Seoul Incheon (Asia-Pacific), Keflavik (Europe), Guayaquil (Latin America-Caribbean), Amman (Middle East), Indianapolis (North America)

Best Airport by Size* (first place)

Guayaquil (2–5 million), Haikou (5–15 million), Seoul Gimpo (15–25 million), New Delhi (25–40 million), Seoul Incheon (over 40 million)

* Passengers per year

Best Small Airport* by Region (first place)

Upington (Africa), Langkawi (Asia-Pacific), Murcia (Europe), Culiacan (Latin America-Caribbean), Victoria (North America)

* Fewer than 2 million passengers per year

Best Improvement by Region (first place)

Mauritius (Africa), Kolkata (Asia-Pacific), St. Petersburg (Europe), Santo Domingo (Latin America-Caribbean), San Antonio (North America)

The top ASQ performers for 2014 are as follows:

Best Airport by Region

Africa 1. Mauritius  2. Durban  3. Cape Town  4. Johannesburg  5. Nairobi	Asia-Pacific 1. Seoul Incheon  2. Singapore  3. Beijing  4. Haikou  5. New Delhi	Europe 1. Keflavik  2. Moscow Sheremetyevo  3. Porto  4. Malta  5. Zurich
Latin America-Caribbean 1. Guayaquil  2. Quito  3. Cancun  4. Nassau  5. Santo Domingo	Middle East 1. Amman  2. Abu Dhabi  3. Tel Aviv  4. Doha  5. Dubai	North America 1. Indianapolis  2. Tampa  3. Jacksonville  4. Sacramento  5. Ottawa

Best Airport by Region (fewer than 2 million passengers per year)

Africa Upington	Asia-Pacific Langkawi	Europe Murcia
Latin America-Caribbean Culiacan	North America Victoria

Best Airport by Size

2–5 million passengers 1. Guayaquil  2. Mauritius  3. Ottawa  4. Nassau  5. Ahmedabad	5–15 million passengers 1. Haikou  2. Sanya  3. Hyderabad  4. Tianjin  5. Changchun	15–25 million passengers 1. Seoul Gimpo  2. Wuhan  3. Hangzhou  4. Cancun  5. Tampa
25–40 million passengers 1. New Delhi  2. Taipei Taoyuan  3. Chongqing  4. Shanghai Hongqiao  5. Mumbai	Over 40 million passengers 1. Seoul Incheon  2. Singapore  3. Beijing  4. Shanghai Pudong  5. Hong Kong

Best improvement

Africa Mauritius	Asia-Pacific Kolkata	Europe St. Petersburg
Latin America-Caribbean Santo Domingo	Middle East Amman	North America San Antonio