Airports Council International (ACI) World has adjudged the Kotoka International Airport (KIA) as part of 140 airports globally that listened before drafting COVID-19 measures to ensure traveling is not impeded with outbreak of the pandemic. This was entailed in the 2020 ‘The Voice of the Customer’ report by the ACI and sponsored by Amadeus.
‘The Voice of the Customer’ recognition is for airports which demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) programme to help them better understand their customers during the pandemic.
ACI World Director General, Luis Felipe de Oliveira said: “As our industry works toward recovery, airports that listen to – and prioritise the needs and expectations of – customers will be better-placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking for them to gather information on the needs and expectations of customers and help drive their performance in response”.
The Executive Vice President Airport IT at Amadeus, initiator of the report, also added that: “We are proud to support this important recognition of airports that relentlessly sought to gather passenger feedback during the pandemic. During that period, we have worked in partnership with airports to help them rapidly scale passenger handling capacity up or down, to serve passengers in new parts of the airport or ‘off-airport’, and to make their experience contactless.
“Despite the operational difficulties faced by all airports, we believe those that place the passenger at the centre of everything they do are well-positioned to build safer and more satisfying, smoother experiences for travellers.
“We continue to innovate for recovery and beyond, and will soon unveil more details about our new cloud solution for airport passenger services that brings together applications, hardware and services so airports can deliver a more agile and better-connected end-to-end experience than ever before.”
The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.
The full list of the 140 airports recognised are listed below:
Africa
Dakar Blaise Diagne International Airport (Diass, Senegal)
Jomo Kenyatta International Airport (Nairobi, Kenya)
Kotoka International Airport (Accra, Ghana)
Moi International Airport (Mombasa, Kenya)
SSR International Airport (Mauritius, Mauritius)
Tunis Carthage Airport (Tunis, Tunisia)
Asia-Pacific
Achmad Yani International Airport (Semerang, Indonesia)
Adi Soemarmo International Airport (Adi, Indonesia)
Bali Airport I Gusti Ngurah Rai (Bali, Indonesia)
Banyuwangi International Airport (Banyuwangi, Indonesia)
Beijing Capital International Airport (Beijing, China)
Beijing Daxing International Airport (Beijing, China)
Changchun Longjia International Airport (Changchun, China)
Changsha Huanghua International Airport (Changsha, China)
Chengdu Shuangliu International Airport (Chengdu, China)
Chhatrapati Shivaji Maharaj International Airport (Mumbai, India)
Chiang Mai International Airport (Chiang Mai, Thailand)
Chongqing Jiangbei International Airport (Chongqing, China)
Cochin International Airport (Cochin, India)
Depati Amir Airport (Pangkal Pinang, Indonesia)
Don Mueang International Airport (Don Mueang, Thailand)
El Tari Kupang International Airport (Kupang, Indonesia)
Frans Kaisiepo Airport (Papua, Indonesia)
Fuzhou Changle International Airport (Fuzhou, China)
Gimpo International Airport (Seoul Gimpo, Republic of Korea)
Guangzhou Baiyun International Airport (Guangzhou, China)
Haikou Meilan International Airport (Haikou, China)
Halim Perdanakusuma Airport (East Jakarta, Indonesia)
Hangzhou International Airport (Hangzhou, China)
Hat Yai International Airport (Hat Yai, Thailand)
Hohhot Baita International Airport (Hohhot, China)
Hong Kong International Airport (Hong Kong, Hong Kong (Sar) China)
Hongqiao International Airport (Shanghai Hongqiao, China)
Husein Sastranegara Airport (Bandung, Indonesia)
Incheon International Airport (Seoul, Republic of Korea)
Indira Gandhi International Airport (Delhi, India)
Juanda Surabaya International Airport (Surabaya, Indonesia)
Kempegowda International Airport (Bangalore, India)
Kuala Lumpur International Airport (Kuala Lumpur, Malaysia)
Kualanamu International Airport (Medan, Indonesia)
Kunming Changshui International Airport (Kunming, China)
Langkawi International Airport (Langkawi, Malaysia)
Lombok Praya International Airport (Lombok, Indonesia)
Mae Fah Luang – Chiang Rai International Airport (Chiang Rai, Thailand)
Minangkabau Airport (Minangkabau, Indonesia)
Nanchang Changbei International Airport (Nanchang, China)
Nanjing Lukou International Airport (Nanjing, China)
Pattimura International Airport (Ambon, Indonesia)
Phuket International Airport (Phuket, Thailand)
Pudong International Airport (Shanghai, China)
Raja Haji Fisabilillah International Airport (Tanjung Pinang, Indonesia)
Rajiv Gandhi International Airport (Hyderabad, India)
Sam Ratulangi Manado International Airport (Manado, Indonesia)
Sanya Phoenix International Airport (Sanya, China)
Shenyang Taoxian International Airport (Shenyang, China)
Shenzhen Bao’an International Airport (Shenzhen, China)
Shijiazhuang Zhengding International Airport (Shijiazhuang, China)
Silangit Airport (North Sumatra, Indonesia)
Singapore Changi Airport (Singapore, Singapore)
Soekarno-Hatta International Airport (Jakarta, Indonesia)
Sultan Aji Muhammad Sulaiman Sepinggan International Airport (Kalimantan, Indonesia)
Sultan Hasanuddin Makassar International Airport (Ujung, Indonesia)
Sultan Iskandar Muda International Airport (Banda Aceh, Indonesia)
Sultan Mahmud Badaruddin II International Airport (Palembang, Indonesia)
Sultan Syarif Kasim II Airport (Pekanbaru, Indonesia)
Sultan Thaha Airport (Kota Jambi, Indonesia)
Supadio Airport (Pontianak, Indonesia)
Suvarnabhumi International Airport (Bangkok, Thailand)
Syamsudin Noor International Airport (Kalimantan Selatan, Indonesia)
Tahiti-Faa’a International Airport (Papeete, Tahiti)
Taoyuan International Airport Corporation (Taipei, Chinese Taipei)
Tianjin Binhai International Airport (Tianjin, China)
Velana International Airport (Male, Maldives)
Xining Caojiapu Airport (Qinghai, China)
Yinchuan Hedong International Airport (Yinchuan, China)
Yogyakarta International Airport (Java, Indonesia)
Europe
Aeroporto di Roma-Fiumicino (Rome, Italy)
Aeroporto Guglielmo Marconi di Bologna S.p.A. (Bologna, Italy)
Amsterdam Airport Schiphol (Amsterdam, Netherlands)
Budapest Airport (Budapest, Hungary)
Domodedovo Moscow Airport (Moscow, Russian Federation)
EuroAirport Basel Mulhouse Freiburg (Basel, Switzerland)
Faro Airport (Faro, Portugal)
Genève Aéroport (Gevena, Switzerland)
Heathrow Airport (London, United Kingdom)
Helsinki-Vantaa Airport (Helsinki, Finland)
Inverness Airport (Inverness, United Kingdom)
Joao Paulo II Airport (Ponta, Portugal)
Keflavik International Airport (Keflavik, Iceland)
Kraków John Paul II International Airport (Kraków, Poland)
Krasnoyarsk International Airport (Krasnoyarsk, Russian Federation)
Lisbon Airport (Lisbon, Portugal)
Madeira Airport (Madeira, Portugal)
Malta International Airport (Luqa, Malta)
Milan Bergamo Airport (Bergamo, Italy)
Milano Malpensa Airport (Milan, Italy)
Paris Charles de Gaulle Airport (Paris, France)
Paris Orly Airport (Orly, France)
Porto Airport (Porto, Portugal)
Prague Airport (Prague, Czech Republic)
Pulkovo Airport (St Petersburg, Russian Federation)
Sheremetyevo International Airport (Moscow, Russian Federation)
Skopje International Airport (Skopje, Macedonia)
Sochi International Airport (Sochi, Russian Federation)
Tallinn Airport (Tallinn, Estonia)
Torino Airport (Turin, Italy)
Vilnius International Airport (Vilnius, Lithuania)
Vnukovo International Airport (Vnukovo, Russian Federation)
Zagreb Airport (Zagreb, Croatia)
Latin America-Caribbean
Arturo Merino Benitez Airport (Santiago, Chile)
Curaçao International Airport (Curaçao, Netherlands Antilles)
- Oduber Quiros International Airport (Liberia, Costa Rica)
José Joaquín de Olmedo International Airport (Guayaquil, Ecuador)
Norman Manley International Airport (Kingston, Jamaica)
Middle East
Abu Dhabi International Airport (Abu Dhabi, United Arab Emirates)
King Khalid International Airport (Riyadh, Saudi Arabia)
Queen Alia International Airport (Amman, Jordan)
North America
Austin-Bergstrom International Airport (Austin, United States of America)
Baltimore/Washington International Thurgood Marshall Airport (Baltimore, United States of America)
Calgary International Airport (Calgary, Canada)
Cincinnati/Northern Kentucky International Airport (Cincinnati, United States of America)
Dallas Love Field Airport (Dallas, United States of America)
Dallas/Ft Worth International Airport (Dallas/Fort Worth, United States of America)
Detroit Metropolitan Wayne County Airport (Detroit, United States of America)
General Mitchell International Airport (Milwaukee, United States of America)
Greenville-Spartanburg International Airport (Greer, United States of America)
Hartsfield-Jackson Atlanta International Airport (Atlanta, United States of America)
Hollywood Burbank Airport (Burbank, United States of America)
Indianapolis International Airport (Indianapolis, United States of America)
John Glenn Columbus International Airport (Columbus, United States of America)
Los Angeles International Airport (Los Angeles, United States of America)
Mineta San Jose International Airport (San Jose, United States of America)
Ontario International Airport (Ontario, United States of America)
Philadelphia International Airport (Philadelphia, United States of America)
Portland International Jetport (Portland, United States of America)
San Antonio International Airport (San Antonio, United States of America)
San Francisco International Airport (San Francisco, United States of America)
Tampa International Airport (Tampa, United States of America)
Toronto Pearson International Airport (Toronto, Canada)
Victoria International Airport (Victoria, Canada)
