Airports Council International (ACI) World in partnership with Amadeus has celebrated the winners of this year’s Airport Service Quality (ASQ) awards during this year’s Customer Experience Global Summit, which is taking place online and in-person in Montreal, Canada.

In addition to having a dramatic impact on global passenger traffic the global pandemic has also affected the expectations customers have for the airport experience. In response ACI has ensured its ASQ programme has evolved with these changing times along with airports that have adapted to better serve its customers.

A new award added this year is for the ‘Best Hygiene Measures by Region’ – based on hygiene related questions added to the survey questionnaire. This provides airports with a reliable method of gauging customer response to new health measures and recognises airports’ success in responding to the intense focus on hygiene.

“Amid the most challenging year in the history of our indsutry, ACI’s ASQ awards recognise airport members that have been prioritised listening and responding to the voice of the customer – this has never been more important,” said ACI World Director General Luis Felipe de Oliveira.

“I celebrate and congratulate all our winners and those recognised today as they set an example for the entire industry as we rebuild crucial global connectivity and lead the global economic recovery. ACI continues to adapt the ASQ programme to ensure the benchmarking and findings remain the industry standard and reflective and relevant for the changing landscape of air travel. I am very happy that we have also continued our successful partnership with global travel technology company Amadeus to deliver the awards.”

Amadeus, the global travel technology company, has partnered with ACI World to deliver the ASQ Awards and further support airports to improve the passengers’ travel experience.

“Across the world, airports are adapting teh passenger experience to provide a safer and more streamlined airport journey,” commented Elena Avila, EVP Airport IT and Airline Operations, Amadeus. “New technologies like biometrics and contactless self-service will be key to help our industry rebuild air travel so that it’s better for passengers and airport players alike.”

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