Quito Airport is recognised as the best in Latin America and the Caribbean for 5 to 15 million passengers. Airports Council International (ACI) World, in partnership with the leading travel technology company, Amadeus, announced the best airports in customer experience worldwide, chosen by passengers, through the renowned Airport Service Quality (ASQ) awards.
Mariscal Sucre International Airport achieved recognition as the best airport in Latin America and the Caribbean in the category of 5 to 15 million passengers annually and the cleanest airport in the region in the corresponding measurements to 2023.
The ASQ program is recognised as the world’s leading airport customer experience benchmarking and measurement program. Its approach is based on live research conducted through surveys administered directly to airport travellers, who record their satisfaction levels on the day of travel.
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ASQ surveys cover more than 30 performance indicators across critical elements of the airport passenger experience, providing the most complete picture of the passenger travel experience. Ramón Miró, president and CEO of Quiport, the company in charge of the management of the Mariscal Sucre International Airport, said: “These awards are not only a cause for joy for our airport, but they are also important because they reinforce the confidence of passengers in the quality of our services. Additionally, they inspire us to continue innovating, implementing best practices, and continually seeking ways to raise the standards of excellence in the airport industry. I want to express my sincere gratitude to each member of our team and the airport community, whose effort and dedication have made these achievements possible. These recognitions are a reminder that, together, we can reach the highest peaks and continue to be a benchmark in aviation on a regional and international scale.”
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Quiport Corporation has participated in the ASQ program since 2018. It is part of ACI’s passenger experience program, and it currently holds level 5, the highest on the scale, along with Incheon airport in South Korea.
In the measurement carried out between January and December 2023, around 1,400 passengers completed the surveys, which were applied to a sample of all flights, destinations, and operating hours at the Quito airport.
The survey comprises 53 questions that cover satisfaction with each process/service, emotions, process times and passenger profile.
The most notable management areas of the Mariscal Sucre airport are:
- Cleanliness of the terminal, with a rating of 4.47 out of 5.
- Ease of movement within the airport includes items such as signage, screening processes, and security filters, with a score of 4.33.
- The service vocation of airport staff covers courtesy and help from all airport staff, including airlines, security, immigration, customs, shops, and restaurants, with a rating of 4.29.
ACI World General Director Luis Felipe de Oliveira said, “We are delighted that in 2023, the ASQ program surpassed 400 participating airports, a record that reflects our members’ commitment to putting the passenger first. We also thank passengers who spent their valuable time providing feedback on nearly 600,000 surveys.
The program’s global growth remarks confidence in its live and scientific approach, making ASQ the reference standard for airport customer experience assessment in the aviation industry. The future success of airports depends on an unwavering commitment to delivering a stellar customer experience at every touchpoint.
In an era where passenger expectations are quickly evolving, excellence in customer service is not just a goal; it is the key to ensuring that airports remain not just gateways but memorable destinations in their own right.” Airports Council International (ACI), the trade association of the world’s airports, is a federated organisation comprising ACI World, ACI Africa, ACI Asia-Pacific and Middle East, ACI Europe, ACI Latin America and the Caribbean and ACI North America.
By representing airports’ best interests during key policy development phases, ACI makes a significant contribution to ensuring a global air transportation system that is safe, efficient, and environmentally sustainable. As of January 2024, ACI represents 757 members operating 2,109 airports in 191 countries.
