ACI Announces Recipients of the 2013 ASQ Awards

February 19, 2014


MONTREAL – Airports Council International (ACI) today announced the recipients of the prestigious 2013 Airport Service Quality (ASQ) Awards. These awards represent passengers’ views on 34 key service indicators and are an objective and accurate indicator of the top world-wide performing airports. Three Canadian airports were recognized this year:

Best Airport by Region – North America
Ottawa (2nd place)

Best Airport by Size (2-5 million passengers)
Ottawa (2nd place)
Halifax (finalist)

Best Airport with Fewer than 2 million Passengers a Year
Quebec City

“As airports face the increasingly competitive and demanding aviation market, it is crucial to keep a focus on meeting and exceeding passenger expectations. Airport managers need factual intelligence to guide their efforts and optimize their investments. The ASQ Survey is a tool that provides data that enables airports to identify what their passengers value most and what the airport community needs to do to achieve excellence in customer service. The results over time demonstrate that airports are paying close attention to the feedback from their passengers and undertaking corrective action to improve the passenger experience,” said ACI World Director General Angela Gittens.

The ASQ Awards are presented in four categories that include: Best Airport by Region, Best Airport by Size, Best Small Airport and Best Improvement.

“We can see that airport community leaders are continuously reviewing and enhancing their services. Airports work diligently to improve their performance by adopting customer focused strategies,” said Ms. Gittens.

As the industry’s most comprehensive customer service benchmarking tool, the ACI ASQ survey reliably captures passengers’ immediate appraisal from check-in through departure at the gate at more than 285 airports.

For more information, please visit ACI’s website.


About ACI-NA

Airports Council International-North America (ACI-NA) represents local, regional, and state governing bodies that own and operate commercial airports in the United States and Canada. ACI-NA member airports enplane more than 95 percent of the domestic and virtually all the international airline passenger and cargo traffic in North America. Approximately 380 aviation-related businesses are also members of ACI-NA, providing goods and services to airports. Collectively, U.S. airports support more than 11.5 million jobs and account for $1.4 trillion in economic activity – or more than seven percent of the total U.S. GDP. Canadian airports support 405,000 jobs and contribute C$35 billion to Canada’s GDP. Learn more at