Dallas Fort Worth (DFW) International Airport has earned the title of “Best Large Airport in North America,” according to Airports Council International (ACI). DFW achieved the top ranking for customer satisfaction among large airports, according to ACI’s 2016 Airport Service Quality (ASQ) program survey.
DFW finished first for all airports in North America serving more than 40 million passengers each year. The survey covers 34 key performance indicators of the passenger airport experience, giving the most complete picture of customer service at each airport. ASQ Award winners are considered among the world’s best airports for the quality of their customer service experience.
“This honor from Airports Council International validates years of great work by our DFW Airport team to enhance every step of the customer journey through our airport, and it reaffirms our mission to improve the customer experience at DFW in every way we can,” said Sean Donohue, Chief Executive Officer for DFW Airport. “We’ve made a concerted effort to re-examine everything about our airport from a customer perspective in order to make DFW more welcoming and inviting, and this award shows those efforts have made a big difference to our customers.”
International passengers gave DFW high marks for the variety and quality of restaurants and shopping facilities, as well as for the ambience of the airport. Customers noted comfortable waiting and gate areas and the cleanliness of DFW terminals and washrooms. The airport also received positive feedback from customers for technological innovation and availability, staff friendliness and the ease of passenger flow.
“We see ever-greater competition among airports and with it increasing pressure to optimize performance across the operation, especially when it comes to the passenger experience. Today’s airport managers must respond to passengers’ demand and expectation of superior customer service,” said Angela Gittens, Director General of Airports Council International (ACI) World. “DFW Airport’s results in the 2016 ASQ survey demonstrate its professionalism, commitment and success in delivering that high level of customer service.”
The ACI ASQ program is the airport industry’s only global benchmarking program that measures passenger satisfaction in real time, while passengers are at the airport. Implemented at more than 320 airports worldwide, the ASQ program delivers an in-depth assessment of the quality of the customer service experience, including check-in, security, wayfinding, food and beverage offerings, restrooms and more.
Underscoring the significance of the ASQ awards, DFW Airport also uses ASQ data for its own goal-setting, with the survey scores included annually as one of the executive team’s measurable objectives.
“Excellence in customer service has been a high priority goal for DFW for many years and will remain a priority moving forward,” said Ken Buchanan, Executive Vice President for Revenue Management at DFW Airport. “While we are thankful for this award, we also know we must continue to enhance DFW’s outstanding customer service in order to keep our customers happy and loyal. We want to thank our customers and ACI for this outstanding recognition.”