The 2025 ASQ Customer Experience Awards, announced by Airports Council International (ACI) World in partnership with SITA, show that passenger satisfaction increased worldwide despite ongoing growth in air travel demand.
The ASQ (Airport Service Quality) program measures passenger satisfaction while travellers are physically at the airport.
Surveys are conducted at departure and arrival gates, with passengers selected at random. Feedback is collected across all operating hours, days and months, providing a live snapshot of the airport journey.
In 2025, nearly 707,000 passengers were surveyed worldwide. More than half of the world’s air travellers passed through an ASQ-rated airport.
Each year, the ASQ Customer Experience Awards recognize airports that passengers rate highest.
Among the highlights from the 2025 results:
- Passenger satisfaction increased globally despite continued traffic growth
- Border and Passport Control recorded the largest satisfaction gains
- Airport ambience and cleanliness were the strongest drivers of overall satisfaction
- Several award categories featured more than 35 per cent new winners
“Airports are demonstrating that passenger satisfaction can continue to rise despite growing pressure,” said ACI World Director General Justin Erbacci.
“These awards reflect the collective efforts of airport teams and stakeholders worldwide. As we celebrate the ASQ program's 20th Anniversary, we recognize two decades of trusted insights and recognition that have helped airports create better and more memorable journeys. Congratulations to all the ACI ASQ Customer Experience Award winners for their unwavering dedication to passenger experience.”
Pedro Alves, Senior Vice President of Borders at SITA, said expectations around air travel continue to evolve.
“Air travel is evolving at pace, with passengers expecting more seamless and rewarding experiences than ever before,” said Alves. “These awards recognize the exceptional work happening across airports every day.”
Nathalie Altwegg, Senior Vice President, SITA at Airports, added: “Airports are raising the bar through innovation and dedication, and we're proud to stand alongside our partners as they continue to redefine the passenger journey.”
What’s driving satisfaction
The 2025 ASQ results indicate that passengers increasingly value clean, welcoming environments and smooth, human-centred interactions.
Improvements in Border and Passport Control underscore the role of frontline staff in reducing stress and uncertainty during key moments of the travel process.
The findings align with insights from the ASQ 2026 Global Traveller Survey Report.
Recognizing excellence
This year marked the largest pool of winners to date, with 100 airports worldwide recognized for excellence in passenger experience.
A total of 195 awards were presented across all categories and regions, including:
- 88 Best Airports at Departures
- 23 Best Airports: Most Dedicated Staff
- 26 Best Airports: Easiest Airport Journey
- 23 Best Airports: Most Enjoyable Airport
- 29 Best Airports: Cleanest Airport
- 6 Best Airports at Arrivals
Eight airports were also inducted into the ACI World Director General’s Roll of Excellence for consistent performance in delivering high-quality passenger experiences.
See the 2025 winners here.
The 2025 ASQ Customer Experience Awards Ceremony will take place at the ACI World Airport Experience Summit in Istanbul, Türkiye, from August 31 to September 4, 2026.
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