All International airports in Nigeria have missed out in all African categories of the 2022 Airport Service Quality (ASQ) Awards of the Airports Council International(ACI) World. Airports from Kenya, Morocco, Senegal and Mauritius have won all the awards.
In a statement, Airports Council International (ACI) World, in partnership with travel technology company Amadeus, announced the winners of Airport Service Quality (ASQ) Awards, recognizing the best airports for customer experience worldwide, as selected by passengers.
The ASQ program is the world’s leading airport customer experience measurement and benchmarking program. Compared to other programs in the aviation industry, it is based on live research via surveys gathered at the airport—direct from the traveller—rating their satisfaction on the day of travel.
The surveys cover over 30 performance indicators across key elements of the passenger’s airport experience such as ease of finding your way, check-in and shopping and dining offering. This gives the most complete picture of the passenger experience journey at each airport and provides global benchmarks for the industry. Last year, more than half of the world’s travellers passed through an ASQ airport.
Best Airports by Size (African Region)
This award recognises airports with the top 20% overall satisfaction score by size and region at departure.
Under 2 million passengers per year – Moi International Airport, Mombasa, Kenya
2 to 5 million passengers per year -Blaise Diagne International Airport, Diass, Senegal
5 to 15 million passengers per year – Mohammed V International Airport, Casablanca, Morocco
Best Airport of Arrivals Globally
This award recognises the airports with the top 20% overall satisfaction score at arrival. All airports in Africa have missed out in this category as Abu Dhabi International Airport, United Arab Emirates, Hartfield-Jackson Atlanta International Airport, Atlanta, United States of America and Kempegodwa International Airport, Bengalore, India, win the award.
In the Airport with the Most Dedicated Staff (African Region), Mohammed V International Airport, Casablanca, Morocco, wins the award, which recognises the top 5% of airports for the efforts by key stakeholders and staff across different checkpoints.
Easiest Airport Journey (African Region)
Mohammed V International Airport, Casablanca, Morocco wins the award. The award recognises the top 5% of airports for their performance on the travellers’ ease of going through the airport.
Most Enjoyable Airport
Blaise Diagne International Airport, Diass, Senegal wins the award in African region, which recognises the top 5% of airports for their offerings (restaurants, shops, entertainment) and efforts to make the waiting time enjoyable and comfortable.
Cleanest Airport (African Region) – The winner is Blaise Diagne International Airport, Diass, Senegal. The award recognises the top 5% of airports for their overall cleanliness, and element that is key to the satisfaction of passengers.
According to ACI, from over 465,000 surveys collected in 2022, 144 awards have been won by 75 airports around the world. The awards categories include the perennial Best Airports by Size (passengers per year) and Region, as well as new categories introduced this year to reflect the evolution of passenger needs:
Airport with the Most Dedicated Staff
Easiest Airport Journey
Most Enjoyable Airport
Cleanest Airport
Luis Felipe de Oliveira, Director General of ACI World said: “The passenger is the centre of everything, and this is reflected in every aspect of the Airport Service Quality (ASQ) program. Travellers have spoken and recognized the successful efforts of these airport communities in providing outstanding customer experience. Congratulations to the best airports for customer experience worldwide.
“The ASQ program not only measures and benchmarks, but also provides airports of all sizes with an opportunity for continual learning and improvement to reach new heights in customer experience excellence. The new categories not only reflect the growth of the program but also the evolution of passenger needs. It is a non-negotiable—airports must listen closely to the voice of customers so we can continue to serve people and communities in a sustainable and resilient way. This is the way forward.”
Elena Avila, EVP Airport IT & Airline Operations at Amadeus said: “Passengers are the backbone of travel, and that’s exactly why we are thrilled to once again support ACI’s ASQ program. The awards rightly celebrate airports striving to make positive changes in the face of challenges impacting our industry. Underpinned by closer collaboration between all stakeholders, we recognize modern technologies such as data analytics, biometrics, and the cloud are key to transforming the passenger experience. We at Amadeus look forward to supporting our airport customers to continue pushing passenger experience boundaries.”
ACI World continues its longstanding partnership with global travel technology company Amadeus to deliver the ASQ Awards. Both organizations will be handing the 2022 ASQ Awards and the ACI World Director General’s Roll of Excellence to airports during a ceremony at the Customer Experience Global Summit, the premier global event dedicated to airport experience. The event will take place from 4 to 7 September in Incheon, Republic of Korea and is hosted by Incheon Airport.
ACI World’s annual ASQ Awards recognize airport excellence in customer experience worldwide based on data from ASQ’s renowned Departures and Arrivals Surveys.
Launched in 2006, ASQ is the world’s leading airport passenger satisfaction program with close to 400 participating airports in 95 countries.
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