New Delhi: Airports Authority of India’s (AAI) continuous thrust on enhanced passenger convenience and superlative services has been yielding results year after year. In continuation to the glorious tradition of providing excellent services to its customers and passion for providing world-class airports by AAI, four AAI airports Chandigarh, Mangaluru, Trivandrum and Lucknow are yet again adjudged the best in the world in recently announced ASQ awards for the year 2019. These airports won 10 awards in four categories.
Airport Service Quality (ASQ) survey is the world-renowned and internationally established global benchmarking programme measuring passengers’ satisfaction, whilst they travel through an airport, conducted by the Airports Council International (ACI), (a global non-profit organisation of Airport Operators). ASQ Awards recognise those airports around the world that deliver the best customer experience in the opinion of their own passengers.
Airports Council International (ACI), the global trade representative of the world’s airports carries out international benchmarking of airports through its participative program known as Airport Service Quality (ASQ) Survey measuring passengers’’ satisfaction across 34 key performance indicators that includes eight major categories such as access, check-in, security, airport facilities, food & beverage, retail, airport environment and arrival services.
In the year 2019, ACI-ASQ survey was carried out at around 356 airports across North America, Latin America and the Caribbean, Europe, Africa, the Middle East and Asia. The ASQ survey results are monitored by AERA, NITI Aayog and the Ministry of Civil Aviation (MoCA).
The ASQ programme provides the research tools and management information to better understand passengers’ views and what they want from an airport’s from the products and services standpoint.