CUSTOMER SERVICE
Leading by example Airport World gets the latest news and reaction to ACI’s 2020 Airport Service Quality (ASQ) customer experience awards.
I
t might have been easy for the world’s airports to let their usual high customer service standards drop in 2020 as the coronavirus pandemic significantly reduced their passenger numbers, but ACI’s Airport Service Quality (ASQ) survey proved otherwise with 89 gateways winning a total of 108 awards. The winners included 33 airports that picked up new ‘hygiene’ awards in the ASQ programme, which was modified in 2020 to take into account the impact of COVID-19 on aviation. ACI believes that the new Best Hygiene Measures by Region category provides airports with a reliable method of gauging the response to the new health measures introduced across the world and recognises their 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 close to 300 airports being accredited already. “ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world,” enthused ACI World director general, Luis Felipe de Oliveira. “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.” The impact of the pandemic effectively meant that 2020’s ASQ awards were restricted to Best by Size and Region and Best Hygiene Measures by Region categories for Africa, Asia-Pacific, Europe, Latin America-Caribbean, the Middle East and North America.
Europe Europe’s Best by Size champions ranged from four small gateways sharing the honours in the Under 2mppa category (Granada, Inverness,
26
AIRPORT WORLD/ISSUE 2, 2021
Ponta Delgada and San Sebastian) to Moscow Sheremetyevo and Rome Fiumicino jointly claiming the Over 40mppa award. Other airports to scoop awards in 2020 included Helsinki, Prague and St Petersburg-Pulkovo for airports handling 15-25mppa; and Lisbon, Moscow Domodedovo and Zurich in the 25-40mppa category. A total of 15 airports, including some of the above, were also inaugural winners of Best Hygiene Measures by Region awards. Helsinki Airport director, Ulla Lettijeff, said: “Smooth processes, high-quality services and a customer experience that exceeds expectations are the goals we work for every day at Helsinki Airport. “It is an honour to receive recognition for this work and be rated the best European airport in our size category. I am particularly proud of the recognition for our hygiene measures, because health security has been a top priority for us.” While Prague Airport’s Vaclav Rehor, chairman of its board of directors, noted: “For the third consecutive year, we have received the best feedback from passengers passing through the gates of our airport. The awards confirm that we can ensure the high quality of our services long-term regardless of the level of traffic. “The first two awards were won during the times of intense growth. The 2020 award shows us that not even the crisis associated with the spread of COVID-19 can prevent us from keeping our set high customer experience standards. “Last year, we focused on implementing a number of protective measures with the goal of protecting the health of both passengers and employees. Big thanks are owed – primarily to our employees – as it is thanks to the quality of their work that we are once again able to enjoy this award.” Francois Berisot, CEO of Belgrade Airport, which enjoyed success in the 5-15mppa category and won a Best Hygiene Measures by Region award, said: “These awards confirm our commitment to listening to our
