The Voice of the Worlds Airports

Seoul Incheon and Hong Kong were both honoured as Inductees with Distinction for achieving the No. 1 position in their respective customer service categories in ASQ passenger satisfaction surveys for five consecutive years. ACI World also inducted 12 other airports into the Director General’s Roll of Excellence for ranking among the top five in an ASQ category for five consecutive years.

According to Director General Angela Gittens, “ACI applauds Seoul Incheon and Hong Kong for their ongoing dedication to excellence in customer service and their continuous improvement mindset which have earned them recognition as Inductees with Distinction into the Director General’s Roll of Excellence. I would also like to extend my congratulations to the other 12 airports that were recognized for achieving excellence in customer service in their respective categories and inducted into the Director General’s Roll of Excellence. The increase in attention being paid to customer service by modern airport managers is a reflection of the importance of the customer experience in an increasingly competitive industry. Airports managers can only improve what they can measure and ASQ provides the information necessary to make data driven decisions that better align customer expectations with service provision to win customer loyalty — all in support of the airport’s bottom line.”

 

Gittens goes on to say, “Passengers have clear expectations and airports must meet or exceed these expectations to earn the loyalty of customers. The ASQ programme provides airport managers with a clear understanding of the customer experience as a practical tool to help improve service provision from the moment of arrival to the departure gate.”

From left to right: Mr C.W. Lee, Chief Executive Officer, Seoul Incheon International Airport; Ms Angela Gittens, Director General, ACI World.	From left to right: Mr Ricky Leung, General Manager, Hong Kong International Airport; Ms Angela Gittens, Director General, ACI World.