Long shot of an airport terminal in natural light
Long shot of an airport terminal in natural light

ACI World 2021 ASQ Awards: World’s Best Airports for CX

Published March 20, 2022

Categories: Thought Leadership, Safety, Aviation, Facilities Management, Coronavirus, Reopen Responsibly

Earlier this month, ACI World announced the winners of its annual Airport Service Quality (ASQ) awards, celebrating airport excellence in customer experience on a worldwide scale.

Both Tampa International Airport (TPA) and Salt Lake City International Airport (SLC) were among the airports recognized for their efforts to improve the customer experience.

In addition to being honored in the Best Airports by Size and Region category, TPA took the award in a new category: Best Hygiene Measures by Region. This category recognizes those airports that have adapted to meet passengers’ changing expectations to provide a safe and hygienic airport environment during the ongoing COVID-19 pandemic.

New health measures and evolving passenger expectations continue to affect the way airports approach customer experience. Many have prioritized the gathering and analysis of visitor feedback and taken new measures to meet a higher standard.

More than 400 airports quantify their performance by participating in ACI’s ASQ program, which is based on a series of customer satisfaction surveys that measure passengers’ opinions on 34 key performance indicators (KPIs) on the day they travel.

“The basis of the ASQ surveys and the entire suite of solutions is continual learning and improvement to reach sustainable customer experience excellence,” said ACI World Director General Luis Felipe de Oliveira. “As the industry recovers, continuing to listen and adapt to travelers will be absolutely crucial to strengthening airports’ competitive advantage, non-aeronautical revenue, and ensuring the sustained recovery of the entire aviation ecosystem.”

Airports aiming to deliver better customer experiences and improve their overall ASQ survey performance can start by enhancing their cleaning initiatives and educating customers on their sanitation efforts.

Flagship goes above and beyond to create a competitive edge at the airports we service, including Tampa and Salt Lake City. Our team has taken unprecedented steps to enhance the customer experience, such as:

Learn more about the ACI World ASQ Awards program and the role Flagship plays in bettering airport experiences here.