Airports Council International (ACI) World and Amadeus have announced a new enhanced long-term strategic partnership to deliver ACI’s world-renowned Airport Service Quality (ASQ) awards and the Customer Experience Accreditation program.
The annual ASQ Awards recognize and reward the best airports in the world and, this year, they also provide an opportunity to celebrate the commitment of airports to listening to passengers and adapting processes and procedures to meet changing expectations of customer experience in response to Covid-19.
“ACI’s Airport Service Quality program is a vital tool for airports as they adapt their processes to ensure health and safety measures and the customer experience continue to meet the changing needs of passengers and lead a recovery from the impacts of the Covid-19 pandemic,” ACI World Director General Luis Felipe de Oliveira said.
“Our renewed and enhanced partnership with Amadeus will allow us to recognize and celebrate those airports that best listen to their customers and respond in a way that meets their changing expectations in improving the passenger experience and provide a hygienic and safe airport environment,” he added.
To reflect the changing needs and expectations of passengers, ACI has introduced a new award – called the Hygiene Award – which will be based on the score of three new safety and hygiene questions that were added to the tablet version of the ASQ Departure Survey last year.
“Airports across the world are adapting the passenger experience to provide a safer, smoother and more streamlined airport journey, from check-in to boarding… That’s why we have committed to expanding our partnership with ACI. The Airport Service Quality Awards shine an important light on industry best practice with the Customer Experience Accreditation program offering a structured path for management teams seeking to hone the knowledge and skills that will be so vital as travel recovers,” Amadeus EVP Airport IT Bruno Spada said.