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28 airports from Asia-Pacific & Middle East in ACI Airport Service Quality (ASQ) Awards

Nine Indonesian Airports were recognised for ASQ Awards, with Sultan Hasanuddin International Airport winning five of six categories.

HONG KONG SAR – Airports Council International (ACI) World, in partnership with travel technology company Amadeus, has announced the winners of this year’s Airport Service Quality (ASQ) Awards, recognising the best airports for customer experience worldwide, as selected by passengers.

A total of 28 Airports from Asia-Pacific and the Middle East were recognised for 2022. Nine Indonesian Airports were recognised for ASQ Awards, with Sultan Hasanuddin International Airport winning five of six categories.

The Airport was awarded in the category of Best Airport of 5 to 15 Million Passengers in Asia-Pacific, Airport with the Most Dedicated Staff in Asia-Pacific, Easiest Airport Journey in Asia-Pacific, Most Enjoyable Airport in Asia-Pacific and Cleanest Airport in Asia-Pacific.

I Gusti Ngurah Rai Airport (Bali) in Indonesia is among the five new airports to be inducted into the ACI World Director General’s Roll of Excellence. This honour is conferred on airports that have won multiple Awards over a five-year period in the last 10 years as part of the ASQ programme.

“Congratulations to all the winning airports in Asia-Pacific and Middle East regions for achieving the remarkable results in the ACI ASQ programme. This demonstrates airports’ firm commitment to continuously improve the passenger experience. It is extremely encouraging to see airports improving their service standards to meet customers’ evolving needs and expectations,” said Mr. Stefano Baronci, Director General, ACI Asia-Pacific.

China (6) India (5 airports), Malaysia (2) and Oman (2) also performed exceptionally well in the ASQ programme.

The ASQ programme is the world’s leading airport customer experience measurement and benchmarking programme. 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.

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