Africa’s best airports for customer experience revealed

The COVID-19 pandemic had a dramatic impact on global passenger traffic in 2020 as well as changing customer perceptions and expectations of the airport experience.

Based on new hygiene related questions added to the survey questionnaire, ACI has introduced a new award – « Best Hygiene Measures by Region » Sir Seewoosagur Ramgoolam International Airport in Mauritius is the inaugural ‘Best hygiene measures’ winners in Africa. This award recognizes airports’ success in focusing on their health and safety of customers and providing an airport experience reflecting the realities of the pandemic.

The new category also complements ACI’s Airport Health Accreditation programme, launched last year, which has resulted in more than 275 airports being accredited already, including 45 airports in Africa.

“I would like to congratulate all the African airport winners of the 2020 ASQ Awards for demonstrating resilience in those challenging times for aviation by ensuring that the best passenger experience is maintained at all times. On the other hand, I would also like to commend all the participating airports of the 2020 ASQ Awards for the commitment demonstrated in upholding the airport service quality at their respective airport. Finally, I strongly encourage all African airports to join the ASQ program, which is unique in itself, as it is the airport industry’s only global benchmarking program measuring the satisfaction of passengers whilst travelling through the airport,” said Ali Tounsi, Secretary of ACI Africa.