Dublin Airport named third-best in Europe for customer experience

  • Europe’s top airports:
  • 1 Sochi, Russia
  • 2 Moscow Sheremetyevo, Russia
  • 3= Dublin, Malta, Porto, Zurich

Dublin Airport has been named third-best in Europe for passenger customer experience in a global awards ceremony. Dublin tied with Malta, Porto and Zurich airports as two Russian airports – Sochi and Moscow Sheremetyevo – took the top two places.

The Airports Council International (ACI) World Airport Service Quality (ASQ) Awards are based on 600,000 passenger survey results in 84 countries that measure the key elements of a passenger’s experience at each airport. The ASQ Awards are presented to the airports whose customers have rated them the highest during the year.

Vincent Harrison, MD of Dublin Airport

“Winning this award is a fantastic achievement for everyone at Dublin Airport,” said Dublin Airport Managing Director Vincent Harrison. “What’s particularly pleasing is that this award is based on the view of our passengers and we’re always striving to offer them the best possible experience. Dublin Airport welcomed a record 27.9 million passengers last year, and we did so while maintaining our already excellent customer service standards. I am hugely proud of the Dublin Airport team that once again delivered such an excellent experience for our customers, and we’ll redouble our efforts to do even better this year.”

ACI World Director General Angela Gittens said the award winners had dedicated themselves to “delivering a stellar customer experience” and “promoting a culture of continuous service improvement”.

Abu Dhabi was named best airport in the Middle East region, followed by Amman and Dubai. Indianapolis, Jacksonville, Toronto Billy Bishop, El Paso, Ottawa and Tampa won in the North America  section. Seoul Incheon was named best in Asia, followed by Delhi, Mumbai, Singapore and Beijing.

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ASQ is the only worldwide programme that surveys passengers at the airport on their day of travel. Every year it records about 600,000 individual surveys in 41 languages in 84 countries. The ASQ survey measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, bathrooms, shops and restaurants. Each airport uses exactly the same survey, which creates an industry database that allows airports to compare themselves to other airports around the world.



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