ACI Airport Passenger Experience Programme
Airport Service Quality
Airport Service Quality (ASQ) is the world’s leading airport passenger experience and benchmarking programme.
It enables airports to measure, manage and enhance customer satisfaction through real-time passenger feedback.
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What is ASQ?
ASQ provides airports with globally comparable performance insights across the entire passenger journey, helping airport operators identify service gaps, prioritise improvements and deliver consistently high-quality experiences.
Passenger Feedback
Captures real-time passenger perceptions and satisfaction across airport touchpoints.
Benchmarking
Provides globally comparable insights to help airports understand performance and service priorities.
Recognition
Recognises airport excellence through internationally respected ASQ Awards.
Why ASQ Matters
Passenger experience is central to airport performance, reputation and stakeholder confidence. ASQ helps airports move from assumptions to evidence-based service improvement.
- Measure passenger satisfaction consistently
- Identify service gaps across the passenger journey
- Prioritise operational and customer experience improvements
- Benchmark performance against peer airports worldwide
- Strengthen credibility with passengers, airlines, regulators and stakeholders
What ASQ Supports
ASQ helps airport operators understand the passenger journey, benchmark performance and target service improvement where it matters most.
Passenger Journey Insight
Understand satisfaction across key airport touchpoints and service areas.
Service Gap Identification
Highlight areas requiring attention, improvement or investment.
Benchmarking Intelligence
Compare performance with airports of similar size, profile or region.
Improvement Prioritisation
Use passenger feedback to focus improvement plans and operational priorities.
Stakeholder Credibility
Demonstrate commitment to passenger-centred airport management.
ASQ Awards
Recognise outstanding airport performance in passenger experience.
Open to Airports Worldwide
The ASQ programme is developed and administered by ACI World and is open to airports of all sizes worldwide.
- International airports
- Regional airports
- Domestic airports
- Airport groups and networks
- Airports seeking passenger experience benchmarking
Value for Airports
- Understand passenger needs and expectations
- Improve service quality through measurable feedback
- Support customer experience strategies with evidence
- Strengthen airport reputation and stakeholder confidence
- Use global benchmarking to inform service improvement
