Muscat: Airports Council International (ACI) has recognized big and small airports across the world for their customer service excellence in 2022 during ACI’s annual Airport Service Quality (ASQ) awards.
Winners ranged from the hubs of Istanbul and Rome-Fiumicino in Europe; Dallas/Fort Worth and San Francisco in the US; and Singapore Changi and Shenzhen Bao’an in Asia-Pacific to some of the smaller gateways, such as Salalah and Moi International Airport in Mombasa, Kenya.
Both Muscat and Salalah international airports have fared in their respective categories at the ASQ Awards.
Best airports by size and region: This award recognizes airports with the top 20% overall satisfaction score by size and region at departure.
Middle East
Salalah Airport - Under 2 million passengers per year.
Muscat International Airport - 15 to 25 million passengers per year.
Airport with the most dedicated staff: This award recognizes the top 5% of airports for the efforts of key stakeholders and staff across different checkpoints.
Middle East: Salalah Airport
Easiest airport journey: This award recognizes the top 5% of airports for their performance on the travelers’ ease of going through the airport.
Middle East: Salalah Airport
Cleanest Airport:
Middle East: Salalah Airport
ASQ awards are based on live research via surveys gathered at the airport — direct from the traveler — rating their satisfaction on the day of travel.
The survey covers over 30 performance indicators across key elements of the passenger’s airport experience such as ease of finding your way, check-in, and shopping and dining offers.
ACI World director general, Luis Felipe de Oliveira, said: “The passenger is the center of everything, and this is reflected in every aspect of the Airport Service Quality (ASQ) program.
“Travellers have spoken and recognized the successful efforts of these airport communities in providing an outstanding customer experience. Congratulations to the best airports for customer experience worldwide.”
He noted: “The ASQ program not only measures and benchmarks but also provides airports of all sizes with an opportunity for continual learning and improvement to reach new heights in customer experience excellence.
“The new categories not only reflect the growth of the program but also the evolution of passenger needs. It is non-negotiable – airports must listen closely to the voice of customers so we can continue to serve people and communities in a sustainable and resilient way. This is the way forward.”
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