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Keflavík Airport receives an international customer experience award

Keflavík Airport receives an international customer experience award

Airports Council International (ACI) has awarded Keflavík Airport (KEF) as one of the best airports in Europe for customer experience, sixth year in a row. This is the result of an international service survey by ACI which is conducted at nearly 400 airports around the world every year. KEF is among the best airports in Europe in its size category, 5-15 million passengers per year, when it comes to customer service.

KEF has participated in the service survey, the Airport Service Quality Program (ASQ) for almost two decades and has received this recognition ten times and now for the sixth year in a row. ASQ is the most respected and significant grading conducted on the service quality of airports.

“We are extremely proud of this recognition,” says Guðmundur Daði Rúnarsson, Director of Business and Development at Isavia. “It is a great honour to receive this recognition, especially for last year, because we have been undergoing construction and changes at the airport which could have affected the customer experience for our guests.”

KEF is one of eight European airports in its category that received the highest average score in the survey and therefore receives this recognition. Other airports recognised in the same category are Aeroporto di Roma-Ciampino (Rome, Italy), Belgrade Nikola Tesla Airport (Belgrade, Republic of Serbia), Izmir Adnan Menderes Airport (Izmir, Turkey), Linate Airport (Milan, Italy), Malta International Airport (Luqa, Malta), Porto Airport (Porto, Portugal), and Thessaloniki Airport "Makedonia" (Thessaloniki, Greece).

“We are delighted that in 2023 the ASQ program surpassed 400 participating airports in a historical record—reflecting our members’ commitment to placing the passenger first,” says Luis Felipe de Oliveira, ACI World Director General. “Likewise, we thank the guests that dedicated their precious time by providing feedback in close to 600,000 surveys. The global growth of the program underscores the trust placed in its scientific and live approach, making ASQ the go-to standard for airport customer experience assessment in the aviation industry. The future success of airports hinges on the unwavering commitment to delivering a stellar customer experience at every touchpoint. In an era where passenger expectations are evolving rapidly, excellence in customer service is not just a goal; it is the key to ensuring airports remain not just gateways, but memorable destinations in themselves.”

The ACI announced the results today, and the awards will be presented at a ceremony during the 2024 ACI World Customer Experience Summit and Exhibition in Atlanta, USA, in September.