ACI Airport Service Quality Forum

Event Information

The ACI Airport Service Quality (ASQ) Forum in Guayaquil, Ecuador allows for face-to-face discussions between the airports of the world and the members of the ACI ASQ team on the key findings and learnings from ASQ, and how the programme can continue to be enhanced.

For airports participating in the ASQ programme, there is no attendance fee—just a great opportunity to connect to the airport community, share best practices and learn more about passenger satisfaction.

For delegates who wish to attend both events, please contact

The theme of the 2016 ASQ Forums are: ASQ: The people behind the numbers

ACI’s ASQ programme provides participating airports with a wealth of data on their passengers’ needs and expectations, building a solid foundation for excellence in customer service, but this is only half the story. At its core, ASQ is about the people behind the numbers: the 7 billion passengers that move through the world’s airports every year. The 2016 ASQ Forums have been designed from the ground up for delegates who want to develop a deeper understanding of their customers’ wants and needs with the end goal of crafting a passenger service strategy that not only meets expectations, but also exceeds them.

This ASQ Forum, will also be offering a full-day training session one day prior to the start of the forum for ASQ management colleagues at ASQ member airports, so make sure to take advantage of this complementary offer.

When: 2–4 November 2016
Where:   Guayaquil, Ecuador
Venue:  Centro de Convenciones de Guayaquil, Av. de las Américas 406
Audience:  ASQ member airports; airports who would like to learn more about improving passenger experience, airports interested in ASQ programme.

For information on how to join the ACI ASQ programme, please visit or email

Who should attend?
– Airport Directors
– Airport Service Quality Managers
– Customer Experience and Operations staff
– Quality Managers
– Business Performance Managers
– Business Intelligence Directors & Managers
– Directors and managers of Airport Concessions
– Guest Experience Directors & Managers
– General Managers
– Market Research & Customer Relations Directors & Managers
– All other members of airport staff who monitor customer experience and passenger satisfaction


Airports Council International