MIAMI – Airports Council International-North America (ACI-NA) announced the recipients of the 2019 Excellence in Airport Marketing, Communications, and Customer Service Awards on November 7, 2019, at an award gala during the 2019 Marketing and Communications Conference in Miami, FL. Chicago Department of Aviation’s O’Hare International Airport received the 2019 Peggy G. Hereford Award, as the airport with the most overall recognition in the contest’s categories.
“An airport’s success depends upon its ability to effectively communicate and connect with its passengers,” said ACI-NA President and CEO Kevin M. Burke. “Airports like O’Hare International are going above and beyond to tell their stories, strengthen their communities and help us advance as an industry. ACI-NA is pleased to recognize the innovative work being done by our industry’s communications, marketing, and customer service professionals.”
Since its formation in 1990, the Excellence in Airport Marketing, Communications, and Customer Service Awards have recognized the quality of work, abundance of talent, and creativity within the marketing, communications, and customer service field of the airport industry. This year the contest received more than 300 entries in 19 categories.
Regarded throughout the airport industry as the highest honor an airport can earn for marketing and communications excellence, the Peggy G. Hereford award recognizes overall creativity in communicating the airport’s message, effectiveness in connecting with audiences, and the overall scope of the airport’s effort in marketing and public relations.
A founding member of the ACI-NA Marketing and Communications Committee, Peggy G. Hereford championed the notion that adventure and spirit of aviation should inspire the ways airports tell their stories to the world. She served as the Public Affairs Director at Los Angeles International Airport, where she was the first woman to head the public relations department for a major U.S. airport, retiring in 1977.
In addition to being named the 2019 Peggy G. Hereford Award recipient, Chicago O’Hare International Airport was awarded first place in the categories of Websites and Overall Marketing Programs and received honorable mentions in the categories of Brand Identity, Digital Advertising, Responsive Communications, and Overall Public Relations Programs.
2019 Award Winners and Honorable Mentions
Annual Reports
This category recognizes excellence in the design and publication of an airports’ annual report. The annual report should project a positive image for the airport through well-written and well-organized content, excellent design, and well-conceived overall packaging.
The 2019 winner for Annual Reports is Charlotte Douglas International Airport. San Francisco International Airport received an honorable mention.
Brand Identity
This category recognizes excellence in demonstrating the visible elements of an airport’s brand that together identify and distinguish the brand in the minds of airport passengers.
The 2019 winner for Brand Identity is Milwaukee Mitchell International Airport. Chicago O’Hare International Airport received an honorable mention.
Community Education and Outreach
This category recognizes airports with the most creative and effective community outreach and aviation education programs conducted online, inside, or outside the airport.
The 2019 winner for Community Education and Outreach is San Francisco International Airport. Huntsville International Airport received an honorable mention.
Customer Service Technology Innovation
This category recognizes passenger-facing technological innovations inside and outside the terminal including mobile websites, mobile apps, and other innovations with the best overall design, functionality, and clarity.
The 2019 winner for Customer Service Technology Innovation is Miami International Airport. Pittsburgh International Airport received an honorable mention.
Digital Advertising
This category recognizes excellence in web and social media advertising that promotes the airport, including giveaways, contests, and other promotional initiatives.
The 2019 winner for Digital Advertising is Mineta San Jose International Airport. Chicago O’Hare International Airport received an honorable mention.
Newsletters
This category recognizes excellence in print or digital newsletter communications.
The 2019 winner for Newsletters is San Francisco International Airport. Québec City Jean Lesage International Airport received an honorable mention.
Partnering with Carriers
The ever-changing nature of the aviation industry has created opportunities for airports and airlines to work together. This category recognizes excellence in airport and airline partnerships in the areas of communications, marketing, and customer service.
The 2019 winner for Partnering with Carriers is Cincinnati/Northern Kentucky International Airport. Ontario International Airport received an honorable mention.
Partnering with Concessionaires/Service Providers
As airports work to enhance the customer experience, this category recognizes excellence when airports and concessionaires/service providers to work together.
The 2019 winner for Partnering with Concessionaires/Service Providers is Phoenix Sky Harbor International Airport. Pittsburgh International Airport received an honorable mention.
Print Communications
This category recognizes excellence in brochures and print advertising that may be general or targeted to a specific event, industry segment, or special offer.
The 2019 winner for Print Communications is Edmonton International Airport. Mineta San Jose International Airport received an honorable mention.
Promotional Items
This category recognizes successful results of using merchandise to promote the airport or a specific initiative.
The 2019 winner for Promotional Items is Tucson International Airport. Huntsville International Airport received an honorable mention.
Radio Advertising
This category recognizes in radio advertising. Ads may be general or targeted to a specific event, industry segment, or special offer.
The 2019 winner for Radio Advertising is Edmonton International Airport. Washington Dulles International Airport received an honorable mention.
Responsive Communications
This category recognizes excellence in communications surrounding any irregular or otherwise unscheduled operation or event.
The 2019 winner for Responsive Communications is Minneapolis-St. Paul International Airport. Chicago Department of Aviation- O’Hare International Airport received an honorable mention.
Social Media Campaigns
This category recognizes campaigns that connect people through social media and allows them to be integrated in a product, service or overall airport experience.
The 2019 winner for Social Media Campaigns is Phoenix Sky Harbor International Airport. Fresno Yosemite International Airport received an honorable mention.
Special Events
This category recognizes excellence in planning and executing unique special events in pursuit of the airport’s mission.
The 2019 winner for Special Events is Portland International Airport. Huntsville International Airport received an honorable mention.
Video and Film Productions
This category recognizes best overall production of an airport video, film, web commercial, or television commercial.
The 2019 winner for Video and Film Productions is Vancouver International Airport. San Francisco International Airport received an honorable mention.
Websites
This category recognizes outstanding websites from a design, communications, accessibility, and navigation standpoint. Entrants must demonstrate the website’s overall effectiveness.
The 2019 winner for Websites is Chicago O’Hare International Airport. Edmonton International Airport received an honorable mention.
Overall Customer Service Program
This category recognizes excellence in overall approaches to delivering airport customer service. Eligible entries for this category include new elements to current programs, or new programs developed in the customer service arena that have significantly enhanced the overall passenger experience at the airport. This award is given in three categories: Large Airport, Medium Airport, and Small Airport.
The 2019 winners for Overall Customer Service Programs are Miami International Airport (large airports), YYC Calgary International Airport (medium airports), and Greater Moncton Roméo LeBlanc International Airport (small airports). DFW International Airport (large airports), Louis Armstrong New Orleans International Airport (medium airports), and Reno-Tahoe International Airport (small airports) received honorable mentions.
Overall Marketing Programs
This category recognizes excellence in overall approaches to airport marketing and promotions by defining a product or service and creating a strategy for communicating the message that will produce growth. This award is given in three categories: Large Airport, Medium Airport, and Small Airport.
The 2019 winners for Overall Marketing Programs are Chicago O’Hare International Airport (large airports), Milwaukee Mitchell International Airport (medium airports), and Piedmont Triad International Airport (small airports). Seattle-Tacoma International Airport (large airports), Nashville International Airport (medium airports), and Asheville Regional Airport (small airports) received honorable mentions.
Overall Public Relations Programs
This category recognizes overall approaches to airport public relations and media relations. This is a planned effort to improve the airport’s image in the public eye. This award is given in three categories: Large Airport, Medium Airport, and Small Airport.
The 2019 winners for Overall Public Relations Programs are San Francisco International Airport (large airports), Pittsburgh International Airport (medium airports), and Reno-Tahoe International Airport (small airports). Chicago O’Hare International Airport (large airports), Nashville International Airport (medium airports), and Asheville Regional Airport (small airports) received honorable mentions.
