“This new extension of ASQ will provide real incentive for those airports committed to best practice service quality management techniques. We are proud to be able to present Kuala Lumpur with the first ASQ Assured certificate in the world and believe that this will be an opportunity taken up by a great number of airports.”

Airports Council International has established customer service as a priority area to focus on and believes that the quality of service an airport provides to its passengers is integral to the enjoyment of travelling. In order for airports to effectively understand passenger needs and manage and raise customer service levels, for the last two years ACI has provided the ASQ programme to its members. ASQ is the premier benchmarking tool for airports wishing to measure and commit to improving customer service.

Now, in a further development of the already existing ASQ Survey programme, which assesses passenger perceptions of the service they get at an airport, ACI has announced the establishment of ASQ Assured. This new programme is a certification scheme, specifically designed and operated for airports by ACI, which measures and endorses the service quality management systems in place at an airport.

“As airports grow more competitive and the industry tries to bring back some of the enjoyment of travelling, these tools can really help in raising service levels. It is part of ACI’s encouragement to the industry to develop an improved experience at airports.”

ASQ Assured certifies the commitment of the airport to continual improvement in the quality of services to passengers. It benchmarks an airport’s passenger service quality management system and processes to airport industry best practice. The ASQ Assured scheme uses a self assessment approach followed by an ACI on-site audit. “With time, the ACI Service Quality Assured logo will be recognised as a hallmark of airport service quality excellence.”