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ACI World honours airports for customer experience excellence


ACI World has today announced the 2021 inductees into the ACI Director General’s Roll of Excellence, recognising airports that have consistently delivered exceptional customer experience in the opinion of travellers.

The honour is conferred to airports that have won multiple awards over a five-year period in the last 10 years as part of the Airport Service Quality (ASQ) programme, the world’s leading airport customer experience measurement and benchmarking programme.

In 2021, four airports worldwide have been inducted into the ACI Director General’s Roll of Excellence:

  • Sardar Vallabhbhai Patel International Airport (Ahmedabad, India)
  • Sultan Aji Muhammad Sulaiman 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 during the upcoming ACI Customer Experience Global Summit in September, the premier global event focused on airport customer experience.

Hosted by Kraków Airport, this year’s event will take place under the theme: ‘Re/Humanising the Airport Experience’.

Winners of the 2021 edition of the ASQ Awards will also be recognised at the event, delivered in partnership with Amadeus.

“We are exceptionally proud of these role models for the global airport industry,” enthused ACI World’s director general, Luis Felipe de Oliveira.

“They have consistently demonstrated that the customer is at the centre of everything they do. This is made even more impressive as we recover from the most challenging time in our sector’s history.

“As aviation rebuilds and seeks to win travellers back, airports must actively listen to their customers and embrace a forward-looking approach to their evolving needs and expectations— and the ASQ programme provides a unique suite of tools to help airports achieve this.”

He continued: “While the pandemic has accelerated digitalisation and the implementation of touchless processes within 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 Customer Experience Global Summit in Kraków this September.”

Talking about the event, Kraków Airport’s president of the board, Radosław Włoszek, said: “The Summit is an opportunity to exchange experiences and look for new solutions dedicated to our passengers. Kraków Airport has always focused on safety, quality and high standards of services.

“We invite you to Kraków – we will do our best to show you the beauty of our city, with the hope that you will come back to Kraków and Małopolska as tourists and as business partners.”

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