ACI: Airports in Indonesia Offer the Best Customer Service in the World

ACI, airports, Indonesia, Singapore

Pekanbaru airport in Sumatra is among the best airports for its service in Asia

The Airports Council International (ACI) World revealed in early March the winners of its world-renowned Airport Service Quality (ASQ) Awards. In Asia, it is surprisingly Indonesia which collected the largest number of awards, particularly regional airports. 

The awards recognise those airports around the world that deliver the best customer experience in the opinion of their own passengers. This year, 140 awards have been won by 84 individual airports which are the largest number of recipients ever.

Consistent winners Indianapolis International Airport, Beijing Capital International Airport, Singapore Changi Airport, Toronto Pearson,  Aeroporto di Roma-Fiumicino, Mumbai’s Chhatrapati Shivaji International Airport, Delhi’s Indira Gandhi International Airport, Shanghai Pudong International Airport and Sheremetyevo International Airport have this year been joined by first time recipients from all regions at ACI Airport Service Quality Awards.

First time recipient in Southeast Asia included Supadio Airport (Pontianak, Indonesia) while many Indonesian airports were distinguished. Of 25 airports listed in the Asia Pacific, 11 of them are located in Indonesia, ahead of India with eight airports and China PRC with four airports. In the ASEAN, only Singapore received the award.

“The Airport Service Quality Awards represent the highest possible recognition for airport operators around the world and recognise excellence in customer experience,” ACI World Director General Angela Gittens said. “The awards this year have been won by a diverse group of winning airports from around the world which illustrates the industry-wide commitment to delivering exceptional customer experience.

“Delivering a better customer experience is an important business strategy in an increasingly competitive airport industry. ACI’s global ASQ programme is the only one that not only recognises excellence but also provides airports with objective measurement and benchmarking to help drive their performance.

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. In 2019, more than half of the world’s 8.8 billion travellers passed through an ASQ airport.