An increase in global passenger satisfaction in 2018 has been registered by Airports Council International (ACI) World Airport Service Quality (ASQ) barometer (from 4.19 to 4.21 year on year). This increase is reportedly the result of increased airport service quality.
A number of categories such as access, check-in, way finding, airport environment, security, and passport/ID control were evaluated, and they all showed an improvement from 2017. Airports facility category showed the greatest improvement in 2018 (from 3.90 in 2017 to 3.94), while passport/ID control processes yielded the greatest satisfaction levels. The greatest challenge for airports in 2018 was the issue of value for money of shopping facilities and restaurants.
The Director General of ACI World, Angela Gittens said, “Airports are placing ever increasing importance on improving the passenger experience as passengers are demanding higher levels of service and regulators pay close attention to airport service delivery.” She said that the results of the ASQ barometer show the commitment of airports in delivering high quality passenger experience. Also, “At our second ACI Customer Experience Global Summit 2019, which will take place in Bali, Indonesia, we will explore and celebrate best practice by leading airports in all of these categories”, she said.