ACI Asia-Pacific names ‘Best Airports for Customer Experience’ in APAC & Middle East regions

Airports Council International (ACI) Asia-Pacific announced on Monday (1 March) this year’s winners of the Airport Service Quality (ASQ) awards in the Asia-Pacific and Middle East regions. The awards highlight the world’s best airports as judged by their customers. The COVID-19 pandemic has had a dramatic impact on global passenger traffic in 2020 as well as changing customer perceptions and expectations of the airport experience. Twenty-eight airports from Asia-Pacific and two from the Middle East took home the prestigious Best Airport for customer experience award. Based on new hygiene-related questions added to the survey questionnaire, ACI introduced a new award for ‘Best Hygiene Measures by Region’. There are seven inaugural ‘Best Hygiene Measures’ winners in Asia-Pacific and two from the Middle East. This award 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. The new category also complements ACI’s Airport Health Accreditation programme, launched last year, which has seen close to 60 airports in the region being accredited already. “Even as our members battled the debilitating impact of the virus throughout 2020, airports in different size categories in Asia-Pacific and the Middle East maintained their focus on the customer and their evolving needs,” said ACI Asia-Pacific Director General Stefano Baronci. “We congratulate our airport members for this high accolade which sets the stage for a recovery that puts the traveller first.” List of Winners: Best Airport in Asia-Pacific by Size Changi Airport in Singapore is still almost a ghost town in early 2021. A lone student waits to say goodbye to a friend in a nearly deserted departure hall. (PHOTO: Matt Driskill) Less than 2M Passengers Depati Amir Airport – Pangkal Pinang City, Indonesia Silangit Airport – Tapanuli, Indonesia Sultan Thaha Airport – Kota Jambi, Indonesia 2-5 M Passengers Chandigarh Airport – Chandigarh, India Husein Sastranegara Airport – Bandung, Indonesia Jenderal Ahmad Yani International Airport – Semerang, Indonesia Lal Bahadur Shastri International Airport – Babatpur, India Sri Guru Ram Das Jee International Airport – Amritsar, India Sultan Mahmud Badaruddin II International Airport – Palembang, Indonesia Supadio Airport – Pontianak, Indonesia 5-15M Passengers Changchun Longjia International Airport – Changchun, China Cochin International Airport – Cochin, India Shijiazhuang Zhengding International Airport – Shijiazhuang, China Sultan Aji Muhammad Sulaiman Sepinggan International Airport – Kalimantan, Indonesia Sultan Hasanuddin Makassar International Airport – Ujung, Indonesia Xi’ning Caojiapu Airport – Qinghai, China 15-25M Passengers Haikou Meilan International Airport – Haikou, China Rajiv Gandhi International Airport – Hyderabad, India Shenyang Taoxian International Airport – Shenyang, China 25-40M Passengers Beijing Daxing International Airport – Beijing, China Kempegowda International Airport – Bangalore, India Over 40M Passengers Beijing Capital International Airport – Beijing, China Chhatrapati Shivaji Maharaj International Airport – Mumbai, India Guangzhou Baiyun International Airport- Guangzhou, China Indira Gandhi International Airport – Delhi, India Shanghai Pudong International Airport – Shanghai, China Shenzhen Bao’an International Airport – Shenzhen, China Singapore Changi Airport – Singapore, Singapore List of Winners: Best Airport in Middle East by Size 5-15M Passengers Queen Alia International Airport – Amman, Jordan 15-25M Passengers Abu Dhabi International Airport – Abu Dhabi, United Arab Emirates List of Winners: Best Hygiene Measures Some airlines like Emirates are already testing passengers before departure. (PHOTO: Emirates) Asia-Pacific Beijing Daxing International Airport – Beijing, China Chandigarh Airport – Chandigarh, India Depati Amir Airport – Pangkal Pinang, Indonesia Husein Sastranegara Airport – Bandung, Indonesia Netaji Subhash Chandra Bose International Airport – Kolkata, India Pune Airport – Pune, India Soekarno-Hatta International Airport – Jakarta, Indonesia Middle East King Khalid International Airport – Riyadh, Saudi Arabia Salalah Airport – Salalah, Oman Despite the challenge to collect departure survey responses in 2020, airports in Asia-Pacific and the Middle East managed to collect data throughout the year, and the new Hygiene category enabled airports to measure their customer experience with safety and hygiene, crucial during this time. The ASQ Awards are sponsored by travel technology company and affiliate World Business Partner Amadeus. This year, 108 awards have been won by 89 individual airports around the world. The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport. ACI adapted the rigorous quality control process for the ASQ awards programme to ensure the benchmarking and findings from the ASQ surveys remained of the highest quality during the COVID-19 pandemic. For Editorial Inquiries Contact: Editor Matt Driskill at [email protected] For Advertising Inquiries Contact: Head of Sales Kay Rolland at [email protected]