Airports Council International (ACI) Asia-Pacific has today revealed 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 recognizes
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 SizeLess than 2M PassengersDepati Amir Airport - Pangkal Pinang City, IndonesiaSilangit Airport - Tapanuli, IndonesiaSultan Thaha Airport - Kota Jambi, Indonesia2-5 M PassengersChandigarh Airport - Chandigarh, IndiaHusein Sastranegara Airport - Bandung, IndonesiaJenderal Ahmad Yani International Airport - Semerang, IndonesiaLal Bahadur Shastri International Airport - Babatpur, IndiaSri Guru Ram Das Jee International Airport - Amritsar, IndiaSultan Mahmud Badaruddin II International Airport - Palembang, IndonesiaSupadio Airport - Pontianak, Indonesia5-15M PassengersChangchun Longjia International Airport - Changchun, ChinaCochin International Airport - Cochin, IndiaShijiazhuang Zhengding International Airport - Shijiazhuang, ChinaSultan Aji Muhammad Sulaiman Sepinggan International Airport - Kalimantan, IndonesiaSultan Hasanuddin Makassar International Airport - Ujung, IndonesiaXi'ning Caojiapu Airport - Qinghai, China15-25M PassengersHaikou Meilan International Airport - Haikou, ChinaRajiv Gandhi International Airport - Hyderabad, IndiaShenyang Taoxian International Airport - Shenyang, China25-40M PassengersBeijing Daxing International Airport - Beijing, ChinaKempegowda International Airport - Bangalore, IndiaOver 40M PassengersBeijing Capital International Airport - Beijing, ChinaChhatrapati Shivaji Maharaj International Airport - Mumbai, IndiaGuangzhou Baiyun International Airport- Guangzhou, ChinaIndira Gandhi International Airport - Delhi, IndiaShanghai Pudong International Airport - Shanghai, ChinaShenzhen Bao'an International Airport - Shenzhen, ChinaSingapore Changi Airport - Singapore, SingaporeList of Winners: Best Airport in Middle East by Size5-15M PassengersQueen Alia International Airport - Amman, Jordan15-25M PassengersAbu Dhabi International Airport - Abu Dhabi, United Arab EmiratesList of Winners: Best Hygiene MeasuresAsia-PacificBeijing Daxing International Airport - Beijing, ChinaChandigarh Airport - Chandigarh, IndiaDepati Amir Airport - Pangkal Pinang, IndonesiaHusein Sastranegara Airport - Bandung, IndonesiaNetaji Subhash Chandra Bose International Airport - Kolkata, IndiaPune Airport - Pune, IndiaSoekarno-Hatta International Airport - Jakarta, IndonesiaMiddle EastKing Khalid International Airport - Riyadh, Saudi ArabiaSalalah 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.About ASQ Programme
The ACI ASQ programme includes a full suite of customer experience solutions, including the ACI employee survey for
customer experience, the ASQ arrival surveys, and the new ASQ Commercial Survey. ASQ delivers 640,000 individual surveys
per year in 49 languages across 91 countries.
The full list of winners is available here.