ACI revealed Latin America and Caribbean’s best airports for customer experience revealed

  • Airport Service Quality awards based on the views of customers in 2020

Panama City, 1 March 2021 – Airports Council International (ACI) Latin America-Caribbean has today revealed this year’s winners of the Airport Service Quality (ASQ) awards in the region. The awards highlight the world’s best airports as judged by their customers.

The COVID-19 pandemic had a dramatic impact on global passenger traffic in 2020 as well as changing customer perceptions and expectations of the airport experience.

Based on new hygiene related questions added to the survey questionnaire, ACI has introduced a new award – ‘Best Hygiene Measures by Region’. There are two inaugural ‘Best hygiene measures’ winners in Latin America-Caribbean.

This award provided 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 resulted in more than 275 airports being accredited already.

Despite the challenge to collect departure survey responses in 2020, airports in Latin America-Caribbean 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.

“I am pleased to congratulate the Latin America and Caribbean winner airports on their success in the Airport Service Quality Awards which represent the highest possible recognition for airport operators around the world and recognize excellence in customer experience. Customers have spoken and recognized the successful efforts of the airports team in providing a superior customer experience under very challenging circumstances during the pandemic.” ACI Latin America-Caribbean Director General, Dr. Rafael Echevarne said.

Latin America and Caribbean Airports Winners:

  • Curaçao International Airport – Curaçao, Netherlands Antilles
  • Daniel Oduber Quirós International Airport – Liberia, Costa Rica
  • Aeropuerto Internacional José Joaquin de Olmedo – Guayaquil, Ecuador
  • Punta Cana International Airport – Punta Cana, Dominican Republic
  • Quito International Airport – Quito, Ecuador

The ASQ Awards are sponsored by travel technology company Amadeus and, 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.

Notes for editors

  1. Learn more about the ACI ASQ Programme which 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.

About ACI
Airports Council International (ACI) is the international airport organization, with 1,960 airports in 176 countries. The Latin American and Caribbean office (ACI-LAC) has 270 airports in 34 countries that manage 95% of air traffic in the region.

Author: ACI-LAC