ACI World announces the world's top airports for customer experience in 2017

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1 ACI World announces the world's top airports for customer experience in 2017 Wave of new award winners reflecting increased competition amongst airports Montreal, 6 March, 2017 Airports Council International (ACI) World announces the winners of the 2017 Airport Service Quality (ASQ) Awards. In 2017, over half of the world's 7.7 billion travelers passed through an ASQ airport. This year an unprecedented sixteen airports are first time winners, challenging best- in-class airports in the delivery of top-quality customer service. This phenomenon reflects the increasingly competitive airport industry operating environment, where continuous service improvement is a key ingredient in business performance. Airports make the customer experience a high priority. First-time winners this year are: Rome Fiumicino (FCO), Newcastle (NCL), Athens (ATH), Zagreb (ZAG), Bandung (BDO), Indore (IDR), Ahmedabad (AMD), Casablanca (CMN), George (GRJ), Toronto Pearson (YYZ), San Jose (SJC), Cleveland (CLE), Los Cabos (SJD), Belo Horizonte (CNF) and Medina (MED). Mumbai scoops first place for airports in serving over 40 million passengers a year. In, this top spot goes to Toronto Pearson and in to Rome Fiumicino. ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. The programme measures passengers views of 34 key performance indicators. 74% of the world s top 100 busiest airports are part of the ASQ network which delivers 600,000 individual surveys per year in 42 languages in 84 countries. The programme served 343 airports in Objective measurement and benchmarking are critical in driving performance in any business especially in such a competitive and dynamic one as an airport, said Angela Gittens, Director General, ACI World. These winning airports have dedicated themselves to delivering a stellar customer experience. ACI World proudly recognizes the accomplishments of all airports in the global ASQ network. I look forward to celebrating with them in September. The ASQ Awards Ceremony will be held during the inaugural ACI Customer Excellence Global Summit, to be held in Halifax, Nova Scotia, Canada from September 2018, hosted by Halifax International Airport Authority.

2 Best Airport by Region (over 2 million passengers per year) Casablanca (CMN) Mauritius (MRU) Durban (DUR) (tie) Delhi (DEL) Mumbai (BOM) Beijing (PEK) Denpasar (DPS) Haikou (HAK) Shanghai Pudong (PVG) Sanya (SYX) Sochi (AER) Malta (MLA) Moscow Sheremetyevo (SVO) Porto (OPO) (tie) Rome Fiumicino (FCO) Zurich (ZRH) Middle East Abu Dhabi (AUH) Amman (AMM) Medina (MED) Dubai (DXB) (tie) Indianapolis (IND) Jacksonville (JAX) El Paso (ELP) Ottawa (YOW) Toronto Billy Bishop (YTZ) (tie) Austin (AUS) Columbus (CMH) Dallas Love Field (DAL) Halifax (YHZ) Pittsburgh (PIT) San Antonio (SAT) San Jose (SJC) Tampa (TPA)

3 Latin America-Caribbean Guayaquil (GYE) Los Cabos (SJD) (tie) Nassau (NAS) Punta Cana (PUJ) Best Airport by Size Lucknow (LKO) Guayaquil (GYE) Bandung (BDO) Hyderabad (HYD) Balikpapan (BPN) Hohhot (HET) (tie) Cochin (COK) Kolkata (CCU) Pune (PNQ) (tie) Denpasar (DPS) Haikou (HAK) Sanya (SYX) Bangalore (BLR) (tie) Chennai (MAA) Surabaya (SUB) Chongqing (CKG) Seoul Gimpo (GMP) Tokyo Narita (NRT)

4 Over 40 million passengers per year (tie) Delhi (DEL) Mumbai (BOM) Beijing (PEK) Shanghai Pudong (PVG) Taipei Taoyuan (TPE) Best Airport by Region (under 2 million passengers per year) George (GRJ) Latin America-Caribbean Mazatlan (MZT) Murcia (MJV) Portland Maine (PWM) Indore (IDR) Best Airport by Size and Region Casablanca (CMN) Over 40 million passengers per year Over 40 million passengers per year Lucknow (LKO) Hyderabad (HYD) Denpasar (DPS) Chongqing (CKG) Mumbai (BOM) Newcastle (NCL) Sochi (AER) Athens (ATH) Moscow Sheremetyevo (SVO) Rome Fiumicino (FCO) Latin America-Caribbean Guayaquil (GYE) Punta Cana (PUJ)

5 Middle East Medina (MED) Over 40 million passengers per year Ottawa (YOW) Indianapolis (IND) Tampa (TPA) Minneapolis (MSP) Toronto Pearson (YYZ) Most Improved Airport by Region Nairobi (NBO) Zagreb (ZAG) Latin America-Caribbean Belo Horizonte (CNF) Ahmedabad (AMD) Middle East Dubai (DXB) Cleveland (CLE) Notes for editors 1. Airports Council International (ACI), the trade association of the world s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring the global air transport system is safe, secure, efficient and environmentally sustainable. As of January 2018, provisional figures show that ACI serves 641 members operating 1,953 airports in 176 countries. 2. Learn more about the ACI ASQ Programme which includes a full suite of customer experience solutions, including the employee and arrival surveys. The ASQ Awards are presented to those airports whose customers have rated them the highest over the course of the year. The categories have been designated to recognize the achievements of airports of different sizes and in different regions. ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. It measures passengers views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores, restaurants, additionally capturing passenger

6 comments of their best and worst experience at the airport. Each airport uses the same methodology, creating an industry database that allows airports to compare themselves to other airports around the world. The ASQ Programme also has a feature that facilitates sharing of best practices among airport operators. 3. All tie place winners are listed in alphabetical order. 4. Please note: this release has been updated on 29 May 2018 to include Casablanca in the category: Best Airport by Region and Size Media contacts: Hicham Ayoun Manager, Communications ACI World Telephone: mediarelations@aci.aero Anita Berthier Manager, External Relations and Special Events ACI World Telephone: mediarelations@aci.aero - ENDS