AirportsAfrican airports clinch ACI Service Quality awards

African airports clinch ACI Service Quality awards

Several African airports have been honored with the prestigious Airports Council International (ACI) World Airport Service Quality awards.

According to ACI, this year’s Airport Service Quality (ASQ) awards highlights the world’s best airports as judged by their customers during the Customer Experience Global Summit held earlier this week.

As noted, the COVID-19 pandemic drastically impacted air travel in 2020, thereby affecting the expectations customers have for airport experience. Thus in response, ACI evolved its ASQ award program to better reflect airports that have adapted to serve their customers better.

ACI World Director General Luis Felipe de Oliveira said that “amid the most challenging year in the history of our industry, ACI’s ASQ awards recognize airport members that have prioritized listening and responding to the voice of the customer – this has never been more important.”

In the same vein, Elena Avila, EVP Airport IT and Airline Operations, Amadeus explained that “across the world, airports are adapting the passenger experience to provide a safer and more streamlined airport journey. New technologies like biometrics and contactless self-service will be key to help our industry rebuild air travel so that it’s better for passengers and airport players alike.”

ACI noted that the Airport Service Quality program is considered the world’s leading airport customer experience measurement and benchmarking program.

“The ASQ Departures program measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travelers pass through an ASQ airport.” The organization said.

African airports represented and awarded in this year’s service quality award under the “Best Airport by Size & Region” category includes; Moi International Airport – Mombasa, Kenya with under 2 million passengers per year, Kotoka International Airport – Accra, Ghana with 2 to 5 million passengers per year, Jomo Kenyatta International Airport – Nairobi, Kenya, and Nnamdi Azikiwe International Airport – Abuja, Nigeria, both with 5 to 15 million passengers per year.

Also, Sir Seewoosagur Ramgoolam International Airport – Port Louis, Mauritius was awarded the “Best Hygiene Measures by Region” for providing a reliable method of gauging customer response to new health measures.

While Dakar Blaise Diagne International Airport in Diass, Senegal, Jomo Kenyatta International Airport in Nairobi, Kenya, Kotoka International Airport in Accra, Ghana, Moi International Airport in Mombasa, Kenya, SSR International Airport in Mauritius, and Tunis Carthage Airport in Tunis, Tunisia were recognized as “The Voice of the Customer” owing to their efforts in gathering passenger feedback through the Airport Service Quality (ASQ) Departures survey, to help them better understand their customers during the pandemic.

Ekene Lionel
Ekene Lionel is an author for The Aviator Africa, covering military aviation. He has worked as a journalist and defense tech writer for 5 years, much of that time focusing on military and emerging technologies.

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