ACI World Director General Angela Gittens stated, "This an exciting time for airports. As airports and their operators increasingly accept the positive correlation between passenger satisfaction and airport revenues, we see more and more airports striving to meet, and in some cases exceed, the levels of customer service that their passengers expect from their favoured product and service providers. Airports that deliver superior customer service stand apart from the competition and superior customer service remains one of the most important differentiators in the increasingly competitive airport industry. Highly structured measurement, analytical reporting and open discussion forums are all features that have built the ASQ programme's reputation as the premier airport customer service benchmarking tool in an era where customer loyalty translates into repeat passengers, healthy traffic and an improved financial bottom line. I am delighted to see longstanding favourites take home ASQ awards as it is testament to the growing and accepted wisdom in the airport community that maintaining customer service excellence is central to a winning business strategy. I am equally excited to see other airports rank for the very first time this year, which stands to prove that it is never too late to adopt a winning customer service orientation to which the ASQ programme is fundamental".
ASQ Awards are presented in four categories that include: Best Airport by Region, Best Airport by Region (Fewer than 2 million Passengers per Year), Best Airport by Size, and Best Improvement. At its 2012 World Annual General Assembly in Calgary, Alberta, Canada, ACI announced that it would discontinue the Best Airport Worldwide award category to focus more attention on categories that facilitate comparison, particularly airport size and region.
Best Airport by Size: Millions of Passengers Per year (first place)
Hohot (2-5m), Nagoya (5-15m), Seoul Gimpo (15-25m), Seoul Incheon (25-40m),
Singapore (over 40m).
Best Airport by Region (first place)
Cape Town (Africa), Seoul Incheon (Asia-Pacific), Moscow Sheremetyevo (Europe), Cancun (Latin-America-Caribbean), Abu Dhabi (Middle East), Indianapolis (North America).
Best Airport by Region: airports with fewer than 2 million passengers per year
Upington (Africa), Skopje (Europe), Victoria (North America).
Best Improvement
Mombasa (Africa), Sanya (Asia-Pacific), Faro (Europe), Santo Domingo (Latin-America-Caribbean), Abu Dhabi (Middle East), Winnipeg (North America).
