Airports Council International (ACI) World, in partnership with the leading travel technology company, Amadeus, announced the best airports in customer experience around the world, chosen by passengers, through the renowned Airport Service Quality (ASQ) awards, in which the Mariscal Sucre International Airport achieved recognition as the best airport in Latin America and the Caribbean in the category of 5 to 15 million passengers annually and the cleanest airport in the region in the corresponding measurements to 2023.
The ASQ program is recognized as the world’s leading airport customer experience benchmarking and measurement program. ASQ’s approach is based on live research conducted through surveys administered directly to travelers at the airport, recording their satisfaction levels on the day of travel. ASQ surveys cover more than 30 performance indicators across key elements of the airport passenger experience, providing the most complete picture of the passenger travel experience.
Ramón Miró, president and CEO of Quiport, the company in charge of the management of the Mariscal Sucre International Airport, said: “These awards are not only a cause for joy for our airport, but they are also important because they reinforce the confidence of passengers in the quality of our services. Additionally, they inspire us to continue innovating, implementing best practices and continually seeking ways to further raise the standards of excellence in the airport industry. I want to express my sincere gratitude to each member of our team and the airport community, whose effort and dedication have made these achievements possible. These recognitions are a reminder that, together, we can reach the highest peaks and continue to be a benchmark in aviation on a regional and international scale.”
Quiport Corporation has participated in the ASQ program since 2018, which is part of ACI’s passenger experience program in which it currently holds level 5, the highest on the scale, along with Incheon airport in South Korea.
In the measurement carried out between January and December 2023, around 1,400 passengers completed the surveys that are applied to a sample of all flights, destinations and operation hours at the Quito airport.
The survey is made up of 53 questions that cover: satisfaction with each process / service, emotions, process times and passenger profile
The most notable management areas of the Mariscal Sucre airport are:
-Cleanliness of the terminal, with a rating of 4.47 out of 5.
-Ease of movement within the airport that includes items such as: signage, screening processes, security filters, with a score of 4.33.
-Service vocation of airport staff covering: courtesy and help from all airport staff including airlines, security, immigration, customs, shops and restaurants, with a rating of 4.29
ACI World General Director, Luis Felipe de Oliveira said: “We are delighted that in 2023 the ASQ program surpassed 400 participating airports in an all-time record, reflecting our members’ commitment to putting the passenger first. We also thank passengers who spent their valuable time providing feedback on nearly 600,000 surveys. The program’s global growth remarks the confidence placed in its live and scientific approach, making ASQ the reference standard for airport customer experience assessment in the aviation industry. The future success of airports depends on an unwavering commitment to delivering a stellar customer experience at every touchpoint. In an era where passenger expectations are quickly evolving, excellence in customer service is not just a goal, it is the key to ensuring that airports remain not just gateways, but memorable destinations in their own right.”
Airports Council International (ACI), the trade association of the world’s airports, is a federated organization comprising ACI World, ACI Africa, ACI Asia-Pacific and Middle East, ACI Europe, ACI Latin America and the Caribbean and ACI North America . By representing the best interests of airports during key phases of policy development, ACI makes a significant contribution to ensuring a global air transportation system that is safe, efficient and environmentally sustainable. As of January 2024, ACI represents 757 members operating 2,109 airports in 191 countries.
