Quito Airport recognized best airport in Latin America and Caribbean in the category of up to 15 million passengers
Airports Council International (ACI) World, in partnership with leading travel technology company Amadeus, announced the best airports in customer experience worldwide, chosen by passengers, through the renowned Airport Service Quality (ASQ) awards, in which Quito’s Mariscal Sucre International Airport achieved recognition as the best airport in Latin America and the Caribbean in the category of 5 to 15 million annual passengers and the cleanest airport in the region in the measurements corresponding to 2023.
The ASQ program is recognized as the world’s leading airport customer experience benchmarking and measurement program. ASQ’s approach is based on live research conducted through surveys administered directly to travelers at the airport, recording their satisfaction levels on the day of travel. The surveys cover more than 30 performance indicators on key elements of the airport passenger experience, providing the most complete picture of the passenger travel experience.
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“These awards are not only a source of rejoicing for our airport, but are also important because they reinforce passenger confidence in the quality of our services. They also inspire us to continue to innovate, implement best practices and continually look for ways to further raise the standards of excellence in the airport industry. I would like to express my sincere thanks to every member of our team and the airport community, whose efforts and dedication have made these achievements possible. These recognitions are a reminder that, together, we can reach the highest heights and continue to be a benchmark in aviation on a regional and international scale,” commented Ramón Miró, President and CEO of Quiport, the company in charge of the integral management of Mariscal Sucre International Airport.
In the measurement carried out between January and December 2023, some 1,400 passengers completed the surveys, which are applied to a sample of all flights, destinations and operating schedules at Quito airport.
The survey is composed of 53 questions covering: satisfaction with each process/service, emotions, processing times and passenger profile.
The most important management areas of the Mariscal Sucre airport are:
- Cleanliness of the terminal, with a score of 4.47 out of 5.
- Ease of movement within the airport, which includes items such as: signage, check-in processes, security filters, with a score of 4.33.
- Service vocation of airport staff, which encompasses: courtesy and helpfulness on the part of all airport staff including airlines, security, immigration, customs, stores and restaurants, with a score of 4.29.
“We are delighted that in 2023 the ASQ program surpassed 400 participating airports in an all-time high, reflecting our members’ commitment to putting the passenger first. We also thank the passengers who gave their valuable time by providing feedback on nearly 600,000 surveys,” said ACI World CEO Luis Felipe de Oliveira.
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Plataforma Informativa de Aviación Comercial líder en América Latina.