ACI’s 2011 ASQ Awards Name Incheon International Airport Best Airport Worldwide in Overall Customer Satisfaction

Speaking from the Trinity Conference in Seoul, South Korea on Incheon International Airport named the Best Airport Worldwide for seven consecutive years, ACI World Director General Angela Gittens stated, “For Incheon International Airport to dominate in this category for seven consecutive years is testament to the degree to which customer service is intrinsically linked to their business strategy. What we are seeing across the globe is growing recognition among airport managers of the importance of quality customer service across the entire airport experience. In an era of increasing competition for passenger traffic, delivering consistent high levels of customer service can drive passenger loyalty and positively impact airport revenues. I congratulate Incheon International Airport for earning the top customer service award for Best Airport Worldwide 2011. I also congratulate Singapore Changi Airport, Beijing Capital International Airport, Hong Kong International Airport, and Nagoya Chûbu Centrair International Airport for respectively earning second, third, fourth and fifth place. Increasing global competition among airports has highlighted the importance of service quality and ASQ is an ideal tool to help improve performance by facilitating the measurement, understanding of success factors and identification of problem areas.” 
2011 ASQ Award Winners 
In Best Airport by Size, top honours went to Guayaquil (2-5m), Nagoya (5-15m), Seoul Gimpo 
(15-25m), Seoul Incheon (25-40m), and Singapore (over 40m). In Best Airport by Region, Cancun, Cape Town, Dubai, Malta, Ottawa, and Seoul Incheon, came out on top. The ASQ Awards also recognized Best Airport by Region with Fewer than 2 Million Passengers: Keflavik, Mazatlan, Quebec City, and Upington. Best Improvement went to Chongqing, Dubai, East London, Guayaquil, Montreal, and Palma de Mallorca.