Top airports worldwide for customer experience inducted into ‘ACI Director General’s Roll of Excellence’

MONTREAL – Airports Council International (ACI) World announced the 2021 inductees at ICA Director General’s Excellence Listrewarding airports that have consistently delivered an exceptional customer experience in the opinion of travelers.

This honor is given to airports that have won multiple awards over a five-year period over the past 10 years under the Airport Service Quality (ASQ) program, the world’s leading experience measurement and benchmarking program. customer at airports.

In 2021, four airports around the world were inducted into ACI’s Director General’s List of Excellence:

  • Sardar Vallabhbhai Patel International Airport (Ahmedabad, India)
  • Sultan Aji Muhammad Suleiman Sepinggan Balikpapan Airport (Kalimantan, Indonesia)
  • Fiumicino Airport (Rome, Italy)
  • Shanghai Hongqiao International Airport (Shanghai Hongqiao, China)

The inductees will be celebrated at the ASQ awards ceremony at the upcoming ACI Global Customer Experience Summit in September, the premier global event focused on airport customer experience. Organized by Krakow Airport, this year’s event will be held under the theme: “Re/Humanizing the Airport Experience”. The winners of the 2021 edition of the ASQ Awards will also be rewarded during the event, organized in partnership with Amadeus.

ICA Global Managing Director Luis Felipe de Oliveira mentioned: “We are exceptionally proud of these models for the global airport industry. They have consistently demonstrated that the customer is at the center of everything they do. This is all the more impressive as we recover from the most difficult period in the history of our sector.

“As aviation rebuilds and seeks to win back travellers, airports must actively listen to their customers and take a forward-looking approach to their changing needs and expectations – and the ASQ program provides a unique suite of tools to help airports achieve this.

“While the pandemic has accelerated the digitization and implementation of contactless processes at airports, it has also highlighted the importance of the human-to-human experience within the airport community. We look forward to discussing this and more at the upcoming Global Customer Experience Summit in Krakow in September. »

Chairman of the Krakow Airport Board Radoslaw Wloszek mentioned: “Being able to host the ACI Global Customer Experience Summit and celebrate these industry leaders is a great honor for Krakow Airport. The Summit is an opportunity to exchange experiences and seek new solutions dedicated to our passengers. Krakow Airport has always focused on safety, quality and high standards of service. We invite you to Krakow – we will do our best to show you the beauty of our city, in the hope that you will return to Krakow and Małopolska as tourists and business partners.