ACI launches ‘Voice of the Customer’ recognition

Airports granted the acknowledgment showed that they prioritised listening to customers throughout the pandemic

Airports Council International (ACI) World announced yesterday (February 8), a list of facilities that continually listened and engaged with customers throughout the course of the COVID-19 pandemic.

Those airports that have demonstrated significant efforts to collate passenger feedback – using the Airport Service Quality (ASQ) programme – have received ‘The Voice of the Customer’ recognition.

Heathrow Airport
Photo London Heathrow Airport 

An airport member must have gathered three or more quarters worth of data to qualify.

“As our industry works towards recovery, airports that listen to – and prioritise the needs and expectations of – customers will be better-placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking, for airports to gather information on the needs and expectations of customers and help drive their performance in response,” said Luis Felipe de Oliveira, ACI World director.

In 2021, 140 international airports have been recognised. Delivery of the recognition is sponsored by Amadeus, the leading travel technology company.

Bruno Spada, executive vice president of airport IT at Amadeus, said: “Despite the operational difficulties faced by all airports, we believe those that place the passenger at the centre of everything they do are well positioned to build safer and more satisfying, smoother experiences for travellers.”

The ASQ programme is the world’s leading customer experience measurement for airports. Customer satisfaction is measured across 34 key performance indicators. Over half of travellers around the world pass through an ASQ airport.