Best Airports For Customer Experience In Asia-Pacific And Middle East Revealed

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Airports Council International (ACI) Asia-Pacific has
today revealed this year’s winners of the Airport Service
Quality (ASQ) awards in the Asia-Pacific and Middle East
regions. The awards highlight the world’s best airports as
judged by their customers.

The COVID-19 pandemic has
had a dramatic impact on global passenger traffic in 2020 as
well as changing customer perceptions and expectations of
the airport experience.

Twenty-eight airports from
Asia-Pacific and two from the Middle East took home the
prestigious Best Airport for customer experience

Based on new hygiene-related questions added to
the survey questionnaire, ACI introduced a new award for
‘Best Hygiene Measures by Region’. There are seven
inaugural ‘Best Hygiene Measures’ winners in
Asia-Pacific and two from the Middle East.

This award
provides airports with a reliable method of gauging customer
response to new health measures and recognizes airports’
success in responding to the intense focus on hygiene. The
new category also complements ACI’s Airport Health
Accreditation programme, launched last year, which has seen
close to 60 airports in the region being accredited

“Even as our members battled the
debilitating impact of the virus throughout 2020, airports
in different size categories in Asia-Pacific and the Middle
East maintained their focus on the customer and their
evolving needs,” said ACI Asia-Pacific Director General
Stefano Baronci. “We congratulate our airport members for
this high accolade which sets the stage for a recovery that
puts the traveller first.”

List of Winners: Best
Airport in Asia-Pacific by Size

Less than 2M

  • Depati Amir Airport – Pangkal Pinang
    City, Indonesia
  • Silangit Airport – Tapanuli,
  • Sultan Thaha Airport – Kota Jambi,

2-5 M

  • Chandigarh Airport – Chandigarh,
  • Husein Sastranegara Airport – Bandung,
  • Jenderal Ahmad Yani International Airport
    – Semerang, Indonesia
  • Lal Bahadur Shastri
    International Airport – Babatpur, India
  • Sri Guru Ram
    Das Jee International Airport – Amritsar,
  • Sultan Mahmud Badaruddin II International
    Airport – Palembang, Indonesia
  • Supadio Airport –
    Pontianak, Indonesia


  • Changchun Longjia International
    Airport – Changchun, China
  • Cochin International
    Airport – Cochin, India
  • Shijiazhuang Zhengding
    International Airport – Shijiazhuang, China
  • Sultan
    Aji Muhammad Sulaiman Sepinggan International Airport –
    Kalimantan, Indonesia
  • Sultan Hasanuddin Makassar
    International Airport – Ujung, Indonesia
  • Xi’ning
    Caojiapu Airport – Qinghai, China


  • Haikou Meilan International Airport –
    Haikou, China
  • Rajiv Gandhi International Airport –
    Hyderabad, India
  • Shenyang Taoxian International
    Airport – Shenyang, China


  • Beijing Daxing International Airport
    – Beijing, China
  • Kempegowda International Airport –
    Bangalore, India

Over 40M

  • Beijing Capital International Airport
    – Beijing, China
  • Chhatrapati Shivaji Maharaj
    International Airport – Mumbai, India
  • Guangzhou
    Baiyun International Airport- Guangzhou,
  • Indira Gandhi International Airport – Delhi,
  • Shanghai Pudong International Airport –
    Shanghai, China
  • Shenzhen Bao’an International
    Airport – Shenzhen, China
  • Singapore Changi Airport –
    Singapore, Singapore

List of Winners: Best
Airport in Middle East by Size


  • Queen Alia International Airport –
    Amman, Jordan

15-25M Passengers

  • Abu
    Dhabi International Airport – Abu Dhabi, United Arab

List of Winners: Best Hygiene


  • Beijing Daxing
    International Airport – Beijing, China
  • Chandigarh
    Airport – Chandigarh, India
  • Depati Amir Airport –
    Pangkal Pinang, Indonesia
  • Husein Sastranegara
    Airport – Bandung, Indonesia
  • Netaji Subhash Chandra
    Bose International Airport – Kolkata, India
  • Pune
    Airport – Pune, India
  • Soekarno-Hatta International
    Airport – Jakarta, Indonesia


  • King Khalid International Airport – Riyadh,
    Saudi Arabia
  • Salalah Airport – Salalah,

Despite the challenge to collect departure
survey responses in 2020, airports in Asia-Pacific and the
Middle East managed to collect data throughout the year, and
the new Hygiene category enabled airports to measure their
customer experience with safety and hygiene, crucial during
this time.

The ASQ Awards are sponsored by travel
technology company and affiliate World Business Partner
Amadeus. This year, 108 awards have been won by 89
individual airports around the world. The Airport Service
Quality programme is the world’s leading airport customer
experience measurement and benchmarking programme. The ASQ
Departures programme measures passengers’ satisfaction
across 34 key performance indicators. More than half of the
world’s travellers pass through an ASQ airport.

adapted the rigorous quality control process for the ASQ
awards programme to ensure the benchmarking and findings
from the ASQ surveys remained of the highest quality during
the COVID-19 pandemic.

About ASQ Programme

ACI ASQ programme includes a full suite of customer
experience solutions, including the ACI employee survey for
customer experience, the ASQ arrival surveys, and the new
ASQ Commercial Survey. ASQ delivers 640,000 individual
surveys per year in 49 languages across 91

The full list of winners is available here.

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