ACI World reveals world’s best airports for 2020 as judged by consumers

Luis Felipe de Oliviera: “This year more than any other, the awards recognise those airports that have listened to their customers and adapted their services and experiences”

INTERNATIONAL. Airports Council International (ACI) World today revealed its Airport Service Quality (ASQ) award winners for 2020, highlighting the world’s best airports as judged by their customers.

Despite the challenges posed by the pandemic, airports collected ASQ surveys from their customers throughout the year and 108 awards have been won by 89 airports around the world.

Reflecting the impact of COVID-19, ACI introduced a new award – Best Hygiene Measures by Region – of which there are 33 inaugural winners.

This award provided airports with a reliable method of gauging customer response to new health measures, said ACI, 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 resulted in more than 275 airports being accredited already.

“ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world,” ACI World Director General Luis Felipe de Oliveira said.

“This year more than any other, the awards recognise those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances.

“I am proud of the achievements of all ASQ award winners which shows their focus on delivering excellence in customer experience and setting an example of excellence for their peers. As we come together as an industry to meet the challenges of the COVID-19 pandemic, the focus on customers that the ASQ programme provides will help guide the way.”

This year, ACI World entered into a long-term partnership with global travel technology company Amadeus to deliver the ASQ Awards.

The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passenger satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.

Best Airport by Size & Region

Africa

Under 2 million passengers per year

  • Moi International Airport – Mombasa, Kenya

2 to 5 million passengers per year

  • Kotoka International Airport – Accra, Ghana

5 to 15 million passengers per year

  • Jomo Kenyatta International Airport – Nairobi, Kenya
  • Nnamdi Azikiwe International Airport – Abuja, Nigeria
Delhi Indira Gandhi International: Recognised in the large airports category (over 40 million passengers) in Asia Pacific

Asia Pacific

Under 2 million passengers per year

  • Depati Amir Airport – Pangkal Pinang City, Indonesia
  • Silangit Airport – Tapanuli, Indonesia
  • Sultan Thaha Airport – Kota Jambi, Indonesia

2 to 5 million passengers per year

  • 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 to 15 million passengers per year

  • 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 to 25 million passengers per year

  • Haikou Meilan International Airport – Haikou, China
  • Rajiv Gandhi International Airport – Hyderabad, India
  • Shenyang Taoxian International Airport – Shenyang, China

25 to 40 million passengers per year

  • Beijing Daxing International Airport – Beijing, China
  • Kempegowda International Airport – Bangalore, India

Over 40 million passengers per year

  • 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
Zürich Airport: Among the top ranked large airports in Europe last year

Europe

Under 2 million passengers per year

  • Aeropuerto de Federico García Lorca Granada-Jaén – Granada, Spain
  • Aeropuerto de San Sebastián – San Sebastián, Spain
  • Inverness Airport – Inverness, United Kingdom
  • João Paulo II Airport – Ponta Delgada, Portugal

2 to 5 million passengers per year

  • Krasnoyarsk International Airport – Krasnoyarsk, Russian Federation
  • Skopje International Airport – Skopje, North Macedonia
  • Tallinn Airport – Tallinn, Estonia
  • Zagreb Airport – Zagreb, Croatia

5 to 15 million passengers per year

  • Belgrade Nikola Tesla Airport – Belgrade, Republic of Serbia
  • Faro Airport – Faro, Portugal
  • John Paul II International Airport Krakow – Balice – Kraków, Poland
  • Keflavik International Airport – Keflavik, Iceland
  • London City Airport – London, UK
  • Malta International Airport – Malta, Malta
  • Porto Francisco Sá Carneiro Airport – Porto, Portugal
  • Sochi International Airport – Sochi, Russian Federation

15 to 25 million passengers per year

  • Helsinki-Vantaa Airport – Helsinki, Finland
  • Prague Airport – Prague, Czech Republic
  • Pulkovo Airport – St. Petersburg, Russian Federation

25 to 40 million passengers per year

  • Lisbon Airport – Lisbon, Portugal
  • Moscow Domodedovo Airport – Moscow, Russian Federation
  • Zurich Airport – Zurich, Switzerland
  • Aeroporto di Roma-Fiumicino – Rome, Italy
  • Sheremetyevo International Airport – Moscow, Russian Federation

Latin-America-Caribbean

Under 2 million passengers per year

  • Curaçao International Airport – Curaçao, Netherlands Antilles
  • Daniel Oduber Quirós International Airport – Liberia, Costa Rica

2 to 5 million passengers per year

  • Aeropuerto Internacional Jose Joaquín Olmedo – Guayaquil, Ecuador

5 to 15 million passengers per year

  • Punta Cana International Airport – Punta Cana, Dominican Republic
  • Quito International Airport – Quito, Ecuador
Abu Dhabi International: High ranking in the Middle East amid a difficult year

Middle East

5 to 15 million passengers per year

  • Queen Alia International Airport – Amman, Jordan

15 to 25 million passengers per year

  • Abu Dhabi International Airport – Abu Dhabi, United Arab Emirates
Toronto Pearson: Consistently strong consumer focus

North America

Under 2 million passengers per year

  • Victoria International Airport – Victoria, Canada

2 to 5 million passengers per year

  • Greenville-Spartanburg International Airport – Greer, USA
  • Portland International Jetport – Portland, USA

5 to 15 million passengers per year

  • Indianapolis International Airport – Indianapolis, USA
  • John Glenn Columbus International Airport – Columbus, USA
  • San Antonio International Airport – San Antonio, USA

15 to 25 million passengers per year

  • Austin-Bergstrom International Airport – Austin, USA
  • Dallas Love Field Airport – Dallas, USA

25 to 40 million passengers per year

  • Baltimore/Washington International Thurgood Marshall Airport – Baltimore, USA
  • Detroit Metropolitan Wayne County Airport – Detroit, USA

Over 40 million passengers per year

  • Hartsfield-Jackson Atlanta International Airport – Atlanta, USA
  • Toronto Pearson International Airport – Toronto, Canada
Alicante-Elche was among six Spanish airports lauded by travellers for their health measures during the pandemic

Best Hygiene Measures by Region

Africa

  • Sir Seewoosagur Ramgoolam International Airport – Port Louis, Mauritius

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

Europe

  • Aeropuerto de Alicante-Elche – Alicante, Spain
  • Aeropuerto de Federico García Lorca Granada-Jaén – Granada, Spain
  • Aeropuerto de Menorca – Menorca, Spain
  • Aeropuerto de Pamplona – Pamplona, Spain
  • Aeropuerto Internacional Región de Murcia – Murcia, Spain
  • Aeropuerto Seve Ballesteros-Santander – Santander, Spain
  • Belgrade Nikola Tesla Airport – Belgrade, Republic of Serbia
  • Faro Airport – Faro, Portugal
  • Helsinki-Vantaa Airport – Helsinki, Finland
  • João Paulo II Airport – Ponta Delgada, Portugal
  • Keflavik International Airport – Keflavik, Iceland
  • Madeira Airport – Madeira, Portugal
  • Porto Airport – Porto, Portugal
  • Skopje International Airport – Skopje, North Macedonia
  • Tallinn Airport – Tallinn, Estonia

Latin America-Caribbean

  • Daniel Oduber Quirós International Airport – Liberia, Costa Rica
  • Punta Cana International Airport – Punta Cana, Dominican Republic

Middle East

  • King Khalid International Airport – Riyadh, Saudi Arabia
  • Salalah Airport – Salalah, Oman

North America

  • Hartsfield-Jackson Atlanta International Airport – Atlanta, USA
  • Louis Armstrong New Orleans International Airport – New Orleans, USA
  • San Antonio International Airport – San Antonio, USA
  • Tampa International Airport – Tampa, USA
  • Toronto Pearson International Airport – Toronto, Canada
  • Victoria International Airport – Victoria, Canada
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