Kotoka International Airport (KIA) has received the 2020 Airport Council International (ACI) Airport Service Quality (ASQ) award for ‘Best Airport by Size and Region (2-5Million Passengers)’.
The award is ACI’s recognition of GACL’s effort in providing superior customer experience at KIA. It will be recalled that KIA received the ASQ award for ‘Best Airport by Size and Region’ and Most Improved Airport in Africa in 2019.
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. Despite the challenges posed by the pandemic, airports managed to collect ASQ surveys from their customers throughout the year.
ACI (ASQ) programme is the only world-renowned and established global benchmarking programme that measures passengers’ satisfaction whilst they are travelling through an airport. KIA signed onto the programme on 20th December 2017 and has been a member from 1st January 2018 to date. The Airport Service Quality Awards highlights the world’s best airports as judged by their customers.
ACI World Director General, Luis Felipe de Olivera said ‘This year more than any other, the awards recognise those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances’.
This award is a demonstration of GACL’s commitment to making our customers a priority and will motivate staff and stakeholders alike to continuously enhance passenger experience at our airports.