best airports

These Airports Offer Winning Customer Service

Great airports not only make it easy to get from here to there, but they also make sure passengers enjoy the time they spend inside the terminals.

Which airports do it best?

That can be hard to measure. But the Air Service Quality Awards, handed out by Airports Council International (ACI) since 2006, do a good job of recognizing excellence in airport customer experience and in a variety of other categories.

To pick the winners, ACI and Amadeus, a travel technology company, interview travelers while they are in airports. The surveys include questions about wayfinding, check-in, shopping and dining offerings, as well as cleanliness, staffing, and other performance indicators.

The Winners

For 2022, 144 awards are being awarded to 75 airports around the world. Categories include Best Airports by size and region, as well as Airport with the Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport.

You can see the full list of winning airports here, but we’ve picked out some highlights.

Cleanest Airports

In North America, the cleanest airport awards go to Fort McMurray International Airport (YMM) in Alberta, Canada; Gerald R. Ford International Airport (GRR) in Grand Rapids, MN; and Greenville-Spartanburg International Airport (GSP) in South Carolina.

Most Enjoyable Airports

ACI says this award recognizes the top surveyed airports for their offerings (restaurants, shops, entertainment) and for their efforts to make the waiting time enjoyable and comfortable.

Fort MacMurray International Airport (YMM) and Gerald Ford International Airport (GRR) – winners in the cleanest airports category – picked up awards in this category as well, along with Willian Hobby Aiport (HOU) in Houston.

Best Airports

DFW ART in Terminal D

The Best Airport awards go to airports with the top 20% overall satisfaction score by size and region.

Here are the winners in North America:

Over 40 million passengers per year: Dallas Fort Worth International Airport (DFW) and San Francisco International Airport (SFO);

25 to 40 million passengers: Detroit Metropolitan Wayne County Airport (DTW) and Minneapolis/St Paul International Airport (MSP);

15 to 25 million passengers: San Jose Mineta International Airport (SJC);

5 to 15 million passengers: Indianapolis International Airport (IND), Louis Armstrong New Orleans International Airport (MSY), and Milwaukee Mitchell International Airport (MKE);

2 to 5 million passengers:

Gerald R. Ford International Airport (GRR) and Greenville-Spartanburg International Airport (GSP):

Under 2 million passengers: Fort McMurray International Airport (YMM).

World’s Best Airports for Customer Service

When it comes time to go back to airports, it will be good to know which ones are doing a good job service and hygiene-wise.

Helpful clues come from Airport Service Quality Awards, given out by Airports Council International (ACI), which measures airports based on customer surveys.

The ASQ Awards are determined based on passenger feedback collected by the ACI program on the day that passengers travel. Each airport’s rating is based on 34 key performance indicators, such as access, check-in, security, stores and restaurants, and cleanliness of restrooms and overall facilities.

“ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world,” said ACI World Director General Luis Felipe de Oliveira in a statement, “This year more than any other, the awards recognize those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances.

Based on new hygiene-related questions added to the survey questionnaire, ACI has a new award this year: ‘Best Hygiene Measures by Region.”

Here are the North American airport winners in that category:

Hartsfield-Jackson Atlanta International Airport –
Louis Armstrong New Orleans International Airport

San Antonio International Airport –
Tampa International Airport

Toronto Pearson International Airport

Victoria International Airport, Canad

Here are the Airport Service Quality Awards won by airports in North America

Over 40 million passengers

Hartsfield-Jackson Atlanta International Airport

Toronto Pearson International Airport

25 – 40 million passengers

Baltimore-Washington International Airport

Detroit Metropolitan Wayne County Airport

15- 25 million passengers

Austin-Bergstrom International Airport 
Dallas Love Field Airport 

5-15 million passengers

Indianapolis International Airport 

John Glenn Columbus International Airport 

San Antonio International Airport 

2-5 million passengers

Greenville-Spartanburg International Airport 

Portland International Jetport (Maine)

Less than 2 million passengers

Victoria International Airport – Victoria, Canada

Winners: World’s Best Airports for 2020

Even if spending time in an airport was once your least favorite part of traveling, we bet standing in line to go through security is probably sounding pretty good.

And when the time comes to begin traveling again, we hope that adventure will begin or end in one of the winners from the 2020 Skytrax World Airport Awards.

To no one’s surprise, Singapore’s Changi Airport wins the award for the World’s Best Airport for the eighth consecutive year.

Already a four-terminal wonderland of shops, restaurants, gardens, wide-open spaces and fun activities, in 2019 Changi opened The Jewel.

The bonus addition connects three of the airport’s four terminals and is filled with more shops, restaurants, gardens and activities built around a circular 130-foot tall Rain Vortex that is the world’s tallest indoor waterfall.

Courtesy Changi Airport

Changi also won the award for the World’s Best Airport Leisure Amenities, ahead of South Korea’s Incheon Airport and Amsterdam Schiphol Airport.

Here’s the full list of the winners for World’s Top 10 Airports 2020:

  1. Singapore Changi Airport
  2. Tokyo Haneda Airport
  3. Hamad International Airport Doha
  4. Incheon International Airport
  5. Munich Airport
  6. Hong Kong International Airport
  7. Narita International Airport
  8. Central Japan International Airport
  9. Amsterdam Schiphol Airport
  10. Kansai International Airport
Richmond, British Columbia on December 16, 2015. (BEN NELMS for YVR)

In the Best Airports in North America category, Vancouver International Airport (YVR) took the top spot, followed by Houston’s George Bush Intercontinental Airport (IAH), Cincinnati/Northern Kentucky International Airport (CVG), Denver International Airport (DEN) and Hartsfield-Jackson Atlanta International Airport (ATL).

No North American airport shows up on the 2020 list of winners for World’s Cleanest Airports (Tokyo’s Haneda Airport wins that category) or World’s Best Airport Dining (Narita International Airport in Tokyo wins there).

However, the Houston Airport System took first place in the World’s Best Website and Digital Services category.

See the full list of winners in all categories on the Skytrax World Airport Awards website.

Travelers not getting more airport satisfaction

A new study out today finds that travelers are getting weary of battling the detours and delays caused by expansion projects at many airports.

According to the J.D. Power 2019 North America Airport Satisfaction Study, released today, overall passenger satisfaction with North American airports has risen only a single point (on a 1,000-point scale) year over year, following several years of steady improvement.

Satisfaction stagnates, but there’s hope

According to the report, the overall customer satisfaction score this year for North American airports is 762, up 1 point from 2018. The issue? Lower-than-average facility access scores, with larger numbers of travelers citing construction-related delays getting into and out of the airport.

But there’s hope. Airports that offer travelers relatively new facilities and improved security checkpoint experiences show up in this year’s study at the top of the list. And many airport construction projects around the country will soon be completed.

Take a look at the rankings:

In the mega category, Detroit Metropolitan Wayne County Airport ranks highest with a score of 786, followed by Minneapolis-Saint Paul International Airport at 779 and Las Vegas McCarran International Airport and Orlando International Airport tied for third at 777. 

In the large category, Portland (Or.) International Airport ranks highest with a score of 833, followed by Dallas Love Field at 826 and Tampa International Airport at 822. 

And in the medium category, Indianapolis International Airport ranks highest a score of 833, followed by Jacksonville International Airport at 831 and Buffalo Niagara International Airport at 829. 

10 Best U.S. Airports. See if you agree.

A new list of “best” airports it out. Let’s take a look.

A new list of “best” airports has come out. This one from our friends at Travel & Leisure as part of their 2019 World’s Best awards.

Topping the list: Portland International Airport – for the 7th year in a row.

Here are the other airports that made T+L’s Top 10 list of domestic airports this year. Let us know if you agree.

#2: Indianapolis International Airport.

#3: Minneapolis-St. Paul International Airport

MSP’s award-winning restroom

#4: Savannah/Hilton Head International Airport

#5: Tampa International Airport

#6: John Wayne Airport, Santa Ana, California

#7 Pittsburgh International Airport

#8 Palm Beach International Airport

#9 Manchester-Boston Regional Airport

#10 Dallas Love Field

Congratulations to these airports. We love them all!

Is your favorite airport missing from the list? Let us know.