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ACI announces 2017 Director General’s Airport Service Quality Roll of Excellence inductees

August 1, 2017 Accolades No Comments Email Email

ACI announces the 2017 inductees into the  ACI Director General’s Roll of Excellence. The honour recognizes those airports which, in the opinion of the passengers who participated in ACI’s Airport Service Quality (ASQ)  Surveys, have consistently delivered excellence in customer service. 

The ACI ASQ Survey measures passengers’ appraisal of 34 key performance indicators on the day they travel, allowing airports to get an accurate picture of traveller sentiment. ASQ has been designed for airports of all sizes seeking to measure their passenger service performance and to benchmark it against other similarly sized airports with the overarching objective of offering more effective, efficient and profitable ways to serve the flying public.

The ACI Director General’s Roll of Excellence identifies airports that have been ranked in the top five airports by size or region for five of the last six years in the ASQ Survey. This year’s inductees are:

  • Detroit Metropolitan Airport (USA);
  • Munich Airport (Germany);
  • Jomo Kenyatta International Airport (Kenya); and,
  • Salt Lake City International Airport (USA).

The 2017 Director General’s Airport Service Quality Roll of Excellence induction ceremony will take place at the Gala Dinner of the 27th ACI Africa/World Annual General Assembly, Conference and Exhibition in Port Louis, Mauritius from 16–18 October 2017.

“Since 2011, 40 airports have been inducted onto the Roll of Excellence,” said Angela Gittens, Director General, ACI World. “I am delighted to congratulate Detroit Metropolitan Airport; Munich Airport; Jomo Kenyatta International Airport; and, Salt Lake City International Airport on this outstanding achievement. Airports understand that key to improving the customer experience is continually monitoring service quality through the ASQ programme; involving the entire airport communityknowing who your customers are; and making the service quality improvements that are most important to your customers.

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