ATLANTA, GA – Airports Council International – North America (ACI-NA), the trade association representing commercial service airports in the United States and Canada, today announced the recipients of the 2023 Excellence in Airport Marketing, Communications, and Customer Experience Awards. Milwaukee Mitchell International Airport, the airport with the most overall recognition across categories, received the 2023 Peggy G. Hereford Award for Overall Excellence.
“ACI-NA is pleased to honor our industry’s communications, marketing, and customer experience professionals through the 2023 Excellence in Airport Marketing, Communications, and Customer Experience Awards,” said ACI-NA President and CEO Kevin M. Burke. “The ability to effectively communicate to both passengers and airport staff and connect with communities is paramount. I offer my congratulations to Milwaukee Mitchell International Airport for their well-deserved recognition with this year’s Peggy G. Hereford Award, as well as each of the winners recognized for their work to elevate guest experience through meaningful marketing, communications, and customer experience strategies.”
Since its formation in 1990, the Excellence in Airport Marketing, Communications, and Customer Experience Awards have recognized the quality of work, abundance of talent, and creativity within the marketing, communications, and customer experience fields of the airport industry.
2023 Award Winners
Annual Reports
This category recognizes the annual report that best projects a positive image for the airport through well-written and well-organized content, excellent design, and well-conceived overall packaging.
The 2023 winner for Annual Reports is Gerald R. Ford International Airport.
Brand Identity
The winner in this category best demonstrates the visible elements of an airport’s brand that together identify and distinguish the brand in the minds of airport passengers.
The 2023 winner for Brand Identity is Winnipeg Richardson International Airport.
Digital Advertising
The winner in this category demonstrates the best in web and social media advertising that promotes the airport, including giveaways, contests, and other promotional initiatives.
The 2023 winner for Digital Advertising is Milwaukee Mitchell International Airport.
Partnering with Carriers
The ever-changing nature of the aviation industry has created opportunities for airports and airlines to work together. The winner in this category best demonstrates how the airport has cooperated with airlines for the good of both entities and the community.
The 2023 winner for Partnering with Carriers is Hollywood Burbank Airport.
Print Communications
This category recognizes excellence in brochures and print advertising to highlight a specific event, industry segment, or special offer.
The 2023 winner for Print Communications is Orlando International Airport.
Promotional Items
This category recognizes successful results of using merchandise to promote the airport or a specific initiative.
The 2023 winner for Promotional Items is the Milwaukee Mitchell International Airport.
Radio Advertising
The winner in this category best demonstrates the usage of radio advertising to promote a specific event, airport service, industry segment, or special offer.
The 2023 winner for Radio Advertising is Kansas City International Airport.
Video and Film Production
This category recognizes best overall production of an airport video, film, web commercial, or television commercial.
The 2023 winner for Video and Film Production is San José Mineta International Airport.
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 2023 winner for Community and Education Outreach is Tampa International Airport.
Special Events
The winner in this category best demonstrates the completion of a unique special event to promote the airport within a community.
The 2023 winner for Special Events is Dallas Love Field.
Responsive Communications
The winner in this category best demonstrates successful communications surrounding any irregular or otherwise unscheduled operation or event, either internal or external.
The 2023 winner for Responsive Communications is Vancouver International Airport.
Social Media Campaigns
This category recognizes campaigns that connect people through social media and allow them to be integrated in a product, service, or overall airport experience.
The 2023 winner for Social Media Campaigns is Cincinnati/Northern Kentucky International Airport.
Newsletters
The winner in this category best demonstrates how internal and/or external newsletters can educate or inform about airport initiatives.
The 2023 winner for Newsletters is Vancouver International Airport.
Websites
This category recognizes outstanding websites from a design, communications, accessibility, and navigation standpoint.
The 2023 winner for Websites is Palm Springs International Airport.
Customer Experience 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 2023 winner for Customer Experience Technology Innovation is Milwaukee Mitchell International Airport.
Partnering with Concessionaires or Service Providers
As airports work to enhance the customer experience, this category recognizes excellence when airports and concessionaires/service providers work together.
The 2023 winner for Partnering with Concessionaires or Service Providers is Minneapolis St. Paul International Airport.
Customer Experience Programs
The winner in this category best demonstrates how new elements to current programs or new programs developed in the customer service arena 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 2023 winners for Customer Experience Programs are Phoenix Sky Harbor International Airport (Large Airport), Dallas Love Field (Medium Airport), and Tulsa International Airport (Small Airport).
Marketing Programs
The winner in this category best demonstrates how marketing programs help define an airport’s product or service and create 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 2023 winners for Overall Marketing Programs are Chicago Department of Aviation (Large Airport), Hollywood Burbank Airport (Medium Airport), and Colorado Springs Airport (Small Airport).
Public Relations Programs
The winner in this category best demonstrates how a public relations program can be 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 2023 winners for Public Relations Programs are Vancouver International Airport (Large Airport), Pittsburgh International Airport (Medium Airport), and Asheville Regional Airport (Small Airport).
Best in Airport Partnerships
This award recognizes the value of partnerships between airports when undertaking marketing, public relations, and customer experience initiatives. Entries should demonstrate how airport teams worked together to plan and execute initiatives within the marketing, public relations, or customer experience discipline areas.
The 2023 winners for Best in Airport Partnerships are Milwaukee Mitchell International Airport & Phoenix Sky Harbor International Airport.
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