This Midwest Airport Won a Top Industry Award for Service Quality

The Winners Are...

••• Indianapolis International Airport's Civic Plaza. Photo courtesy of HOK

Airports around the world continue efforts to upgrade their facilities to ensure the best passenger experience. And Airports Council International (ACI), the industry’s trade association, has announced the winners of its 2015 Airport Service Quality (ASQ) Awards.

Indianapolis International Airport won in the Best By Region in facilities serving more than two million passengers category for the fifth time in six years. The terminal, one of the first built after 9/11 and opened in 2008, features a light-filled atrium, a volunteer ambassador program to serve travelers, and the Civic Plaza, a pre-security area that offers a mix of local and national retail and food/beverage concessions.

The airport has also been inducted into the ACI Director General’s Roll of Excellence, one of the few U.S. airports chosen for the honor. Condé Nast Traveler readers named Indianapolis International the best airport in America in 2014 and 2015, and it was the first one in the U.S. to win LEED certification for an entire terminal campus. It serves more than seven million business and leisure travelers a year and averages 140 daily flights, seasonally and year-round, to 44 nonstop destinations.

There was quite a logjam for the other winners, with tie scores for Dallas Love Field, Grand Rapids, Jacksonville, Ottawa and Tampa tied for second; and Austin-Bergstrom, Detroit Metro, Sacramento; San Antonio; Toronto Billy Bishop tied for third.

Other Winners, By Region

 

Africa

First place: Mauritius

Second place (tie): Cape Town; Durban

Third place: Johannesburg

 

Asia-Pacific

First place (tie): Seoul Incheon; Singapore

Second place (tie): Beijing; Mumbai; New Delhi; Sanya Phoenix; Shanghai Pudong

Third place (tie): Guangzhou Baiyun; Taiwan Taoyuan; Tianjin Binhai

 

Europe

First place (tie): Moscow Sheremetyevo; Pulkovo; Sochi

Second place (tie): Dublin; Malta; Prague; Zurich

Third place (tie): Copenhagen; Keflavik; London Heathrow; Porto; Vienna

 

Middle East

First place: Amman

Second place (tie): Abu Dhabi; Doha

Third place (tie): Dammam; Dubai; Tel Aviv

 

Latin America-Caribbean

First place: Guayaquil

Second place: Quito

Third place: Punta Cana

And as the program has grown, ACI added a new category -- Best Airport by Size and Region -- along with allowing for ties in existing categories. The changes allow for more recognition of airports small and large, around the world.

The ASQ program is a global benchmarking program that measures passengers’ satisfaction as they travel through an airport. Departing passengers are given questionnaires while they’re at the gate, where they are asked to share their experiences on 34 service areas in eight major categories, including access, check-in, security, airport facilities, food and beverage and retail.

The responses are taken by fieldwork agents then delivered to ACI’s ASQ team. That team analyzes the numbers and creates reports that are sent to more than 300 participating airports, and all reports can be viewed on a confidential basis.