Airports Council International (ACI) today announced the winners of the 2015 Airport Service Quality (ASQ) Awards. The world’s premier passenger service benchmarking programme for airports, ASQ delivered over 550,000 in-depth passenger surveys at over 300 airports across more than 80 countries worldwide last year. The 2015 results represent the world’s best in class airports where improving the customer experience is concerned—appraised by passengers while they are traveling and the experience is fresh in their minds.
Given the growth of the ASQ programme, the 2015 results have been expanded to include a new category (Best Airport by Size and Region) and more robust winners’ lists (several airports have tied in their respective categories). ASQ has statistically validated the winners to ensure accuracy; as such, a tie indicates that no statistical difference has been found between the scores of two or more airports. Furthermore, the Best Airport by Size and Region category is only applicable to size categories that contain a minimum five qualifying airports. New Top Airports by Region lists are also now available on the ASQ website. These enhancements effectively highlight the high proportion of worldwide airports—both large and small, from developing and developed countries—that are focusing on customer service as a means of fostering traveler loyalty in an increasingly competitive environment.
“Airports’ increasing concentration on ensuring a stellar passenger experience is part of a larger trend,” noted Angela Gittens, Director General, ACI World. “Airports have evolved into complex, customer-focused businesses in their own right that in many cases are in competition with each other for passenger traffic. From duty free and restaurants to ambience, cleanliness, courtesy of staff, amenities, efficiency and more, air travelers are expecting big things from the airports through which they travel. More than anything, ASQ is a way for participants to measure the extent to which they deliver on these expectations.”
The world’s top airports for passenger service in 2015, as chosen by the world’s travelers, are:
Best Airport by Region (over 2 million passengers per year)
Africa
First place: Mauritius
Second place (tie): Cape Town; Durban
Third place: Johannesburg
Asia-Pacific
First place (tie): Seoul Incheon; Singapore
Second place (tie): Beijing; Mumbai; New Delhi; Sanya Phoenix; Shanghai Pudong
Third place (tie): Guangzhou Baiyun; Taiwan Taoyuan; Tianjin Binhai
Europe
First place (tie): Moscow Sheremetyevo; Pulkovo; Sochi
Second place (tie): Dublin; Malta; Prague; Zurich
Third place (tie): Copenhagen; Keflavik; London Heathrow; Porto; Vienna
Middle East
First place: Amman
Second place (tie): Abu Dhabi; Doha
Third place (tie): Dammam; Dubai; Tel Aviv
North America
First place: Indianapolis
Second place (tie): Dallas Love Field; Grand Rapids; Jacksonville; Ottawa; Tampa
Third place (tie): Austin; Detroit; Sacramento; San Antonio; Toronto Billy Bishop
Latin America-Caribbean
First place: Guayaquil
Second place: Quito
Third place: Punta Cana
Best Airport by Size
2–5 million passengers per year
First place: Jaipur
Second place: Lucknow
Third place: Guayaquil
5–15 million passengers per year
First place: Sanya Phoenix
Second place: Tianjin Binhai
Third place: Hyderabad
15–25 million passengers per year
First place: Seoul Gimpo
Second place: Wuhan
Third place: Denpasar
25–40 million passengers per year
First place (tie): Mumbai; New Delhi
Second place: Taiwan Taoyuan
Third place: Shanghai Hongqiao
Over 40 million passengers per year
First place (tie): Seoul Incheon; Singapore
Second place (tie): Beijing; Shanghai Pudong
Third place: Guangzhou Baiyun
Best Airport by Region (under 2 million passengers per year)
Africa: Upington
Europe: Skopje
North America: Portland
Latin America-Caribbean: Culiacan
Best Airport by Size and Region (new category)
Asia-Pacific
2–5 million passengers per year: Jaipur
5–15 million passengers per year: Sanya Phoenix
15–25 million passengers per year: Seoul Gimpo
25–40 million passengers per year: New Delhi
Over 40 million passengers per year: Seoul Incheon
Europe
2–5 million passengers per year: Sochi
5–15 million passengers per year: Pulkovo
15–25 million passengers per year: Dublin
25–40 million passengers per year: Moscow Sheremetyevo
Over 40 million passengers per year: London Heathrow
North America
2–5 million passengers per year: Grand Rapids
5–15 million passengers per year: Indianapolis
Most Improved Airport
Africa: Nairobi
Asia-Pacific: Denpasar
Europe: Istanbul
Latin America-Caribbean: Kingston
Middle East: Dammam
North America: Saskatoon
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