The prestigious Airport Service Quality Award, decided by passengers, honors the best airports worldwide for customer experience.
HOUSTON – The 5-Star guest experience offered by Houston Airports, continues to set the standard for airports worldwide. William P. Hobby Airport, HOU, is now the Most Enjoyable Airport in North America. Airports Council International (ACI) World, in partnership with travel technology company Amadeus, today announced the winners of this year’s Airport Service Quality (ASQ) Awards, which recognizes the best airports for customer experience worldwide, as selected by passengers.
This is the first year the ASQ Awards feature the new category, Most Enjoyable Airport. The award reflects the evolution of customer needs and the efforts of airports to meet them as the world transitions out of the pandemic.
“The strategic priority of Houston Airports is to make our passengers happy,” said Mario Diaz, Director of Aviation for Houston Airports. “Our passengers have a world of choices. Knowing that our passengers rate Hobby Airport as the Most Enjoyable Airport in North America is a testament to our world-class customer service. This honor motivates our team to continue redefining what an airport experience can be.”
The ACI ASQ initiative is unique. It serves as the airport industry’s only global benchmarking program. Through a survey, the program measures passenger satisfaction while passengers are at the airport.
In 2022, Hobby Airport became the first and only 5-Star Airport in North America, as rated by Skytrax. The airport features unique amenities like a Mother’s Room, Companion Care Changing Room, Interfaith Chapel, a video game lounge and a playground. Houston Airports has one of the largest public art collections in the aviation industry, valued at $28 million. Many pieces, including large-scale sculptures, suspended installations and commissioned works. Houston’s airports are home to the only active Artist-in-Residence program in the nation. Some of the most talented local musicians participate in the airport’s Harmony in the Air program, which provides live music for airport guests on state-of-the-art stages. The program is a passenger favorite.
“This ACI-ASQ award affirms that Houston Airports is committed to offering all of our guests the very best,” said Liliana Rambo, Chief Terminal Management Officer for Houston Airports. “Hobby Airport checks all the boxes from our ‘Houston-friendly’ hospitality to unique and thoughtful amenities and an incredibly diverse and eclectic art experience. We’re thankful our undeniable high standards for excellence resonate with passengers.”
Implemented at close to 400 airports worldwide, the ASQ program delivers an in-depth assessment of the quality of the customer service experience. From over 465,000 surveys collected in 2022, 144 awards have been won by 75 airports around the world.
“Selected by passengers, these awards are powered by the airport community, which includes airport employees and a range of other stakeholders. I congratulate the whole team at Hobby Airport on their success in the Airport Service Quality Awards,” said Luis Felipe de Oliveira, Director General of ACI World.