Airports Council Recognizes Winners of the Excellence in Airport Marketing, Communications, and Customer Experience Awards

November 8, 2021

RENO, NV – 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 2021 Excellence in Airport Marketing, Communications, and Customer Experience Awards. As the airport with the most overall recognition across categories, Tampa International Airport received the 2021 Peggy G. Hereford Award.

“ACI-NA is pleased to honor our industry’s communications, marketing, and customer experience professionals through the 2021 Excellence in Airport Marketing, Communications, and Customer Experience Awards,” said ACI-NA President and CEO Kevin M. Burke. “As we continue to navigate the ongoing challenges of the COVID-19 pandemic, the ability to effectively communicate new policies to both passengers and airport staff is paramount. I offer my congratulations to each of the winners recognized for their work to elevate guest experience through meaningful marketing and communications 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.

2021 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 2021 winner for Annual Reports is St. Louis Lambert 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 2021 winner for Brand Identity is Tampa 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 2021 winner for Digital Advertising is Gerald R. Ford 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 2021 winner for Partnering with Carriers is Milwaukee Mitchell International Airport.

Print Communications

This category recognizes excellence in brochures and print advertising to highlight a specific event, industry segment, or special offer.

The 2021 winner for Print Communications is Miami International Airport.

Promotional Items

This category recognizes successful results of using merchandise to promote the airport or a specific initiative.

The 2021 winner for Promotional Items is Green Bay Austin Straubel 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 2021 winner for Radio Advertising is Cincinnati/Northern Kentucky International Airport.

Video and Film Production

This category recognizes best overall production of an airport video, film, web commercial, or television commercial.

The 2021 winner for Video and Film Production is Pittsburgh 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 2021 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 2021 winner for Special Events is San Francisco International Airport.

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 2021 winner for Responsive Communications is San Antonio 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 2021 winner for Social Media Campaigns is Philadelphia International Airport.

Newsletters

The winner in this category best demonstrates how internal and/or external newsletters can educate or inform about airport initiatives.

The 2021 winner for Newsletters is Tampa International Airport.

Websites

This category recognizes outstanding websites from a design, communications, accessibility, and navigation standpoint.

The 2021 winner for Websites is John Wayne 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 2021 winner for Customer Experience Technology Innovation is Seattle-Tacoma International Airport.

Partnering with Concessionaires/Service Providers

As airports work to enhance the customer experience, this category recognizes excellence when airports and concessionaires/service providers work together.

The 2021 winner for Partnering with Concessionaires/Service Providers is Philadelphia 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 2021 winners for Customer Experience Programs are San Francisco International Airport (Large Airport), Milwaukee Mitchell International Airport (Medium Airport), and Evansville Regional 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 2021 winners for Overall Marketing Programs are Tampa International Airport (Large Airport), Halifax Stanfield International Airport (Medium Airport), and Dane County Regional 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 2021 winners for Public Relations Programs are Miami International Airport (Large Airport), Raleigh-Durham International Airport (Medium Airport), and San Bernardino International Airport (Small Airport).

 

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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 www.airportscouncil.org.