Airports Council International (ACI) World and Amadeus have announced the winners of the 2024 ASQ Airport Experience Awards. These awards, regarded as the industry benchmark for excellence in customer experience, are determined by direct passenger feedback.
The ASQ Awards are based on a comprehensive airport experience measurement programme, gathering real-time feedback through live surveys at airports worldwide. The methodology ensures a broad representation of passenger experiences, enabling fair comparisons across airports of varying sizes and regions.
In 2024, nearly 700,000 surveys were completed. A record-breaking 181 awards were presented to 95 airports globally, highlighting their commitment to customer service excellence.
The award categories include:
- Best Airports by Size and Region
- Most Dedicated Staff
- Easiest Airport Journey
- Most Enjoyable Airport
- Cleanest Airport
- Top Airports for Arrivals
- Regional Excellence
Several airports were recognised for their consistent performance across all five departure categories:
Africa: Dakar Blaise Diagne International Airport
Asia-Pacific: Beijing Daxing International Airport, Singapore Changi Airport, Sultan Aji Muhammad Sulaiman International Airport, Sultan Hasanuddin International Airport
Europe: Milas-Bodrum Airport, Rome Fiumicino Airport
Latin America: Chihuahua International Airport, Mazatlán International Airport, Monterrey International Airport
Middle East: Salalah Airport
North America: Gerald R. Ford International Airport, Greenville-Spartanburg International Airport
The ACI World Director General’s Roll of Excellence recognises airports with consistently high service ratings over the past decade. Ten airports were inducted in 2024:
- Alicante – Elche Airport
- Beijing Daxing International Airport
- Copenhagen Airport
- El Hierro Airport
- Hartsfield-Jackson Atlanta International Airport
- Inverness Airport
- Jenderal Ahmad Yani International Airport
- Juanda International Airport
- Salalah Airport
- Shijiazhuang Zhengding International Airport
ACI World Director General Justin Erbacci said:In today’s fast-evolving world, where passenger expectations are higher than ever, airports must continually push the boundaries of service to stay ahead. The 2024 ASQ Awards honor airports that create memorable, seamless experiences that transform the entire passenger journey and help shape the future of air travel.
The full list of winners can be found on the ACI World website.
The 2024 ASQ Awards Ceremony will be held during the ACI World Airport Experience Summit in Guangzhou, China, from 8-11 September 2025. The event will bring together industry leaders to discuss innovations in customer and employee experience.
Amadeus EVP AirOps Rudy Daniello said:The aviation industry is on the cusp of radical improvements to the passenger experience. Changes to underlying airline systems and technology standards provide the flexibility to rethink decades-old processes and truly transform travel. Imagine a future where you no longer need to check-in for a flight, with visa checks happening digitally before travel. In this vision, airport terminals can be re-focused around the passenger, with the need for fixed desks and associated queues greatly reduced. We envision greater personalisation, roaming agents and a greatly simplified passenger experience. I’m excited to see how these changes are received by airports and travellers.
