Airport News

Love Field wins top award for airport customer experience

Post Date:03/06/2019

Dallas Love Field has received the 2018 Airport Service Quality Award for North American airports that service 15-25 million passengers per year, Airports Council International World announced Wednesday.

The Airport Service Quality program is the world’s leading airport passenger service and benchmarking program measuring passengers’ satisfaction across 37 key performance indicators. Three quarters of the world’s 100-busiest airports are part of the ASQ program. In 2018, more than half of the world’s 8.3 billion travelers passed through an ASQ airport.

“It is an honor to receive any award, but especially an Airport Service Quality Award because it is the opinion of our customers,” Director of Aviation Mark Duebner said.

The 2018 winners will be honored in September at the ASQ Awards Ceremony, held during the ACI Customer Experience Global Summit in Bali, Indonesia.

“The Airport Service Quality Awards celebrate the achievements of airports in delivering the best customer experience and they represent the highest possible accolade for airport operations around the world,” ACI World Director General Angela Gittens said.

ACI World facilitates the Airport Service Quality Awards program. To be considered for the award, an airport must have participated in the ASQ Survey every month of the award year. Love Field’s ASQ score led to third-place ranking among North American airports in 2016 and 2017.

“ASQ is the gold standard in measuring airport customer experience and Love Field takes great pride in our scores and ranking,” Duebner said. “The award is a testament to the work of our airport staff and partners to create an enjoyable customer experience.”

Dallas Love Field experienced the busiest year in its history in 2018 in terms of passengers. The airport eclipsed 8 million enplaned passengers for the first time and serviced more than 16 million total passengers. DAL was the 31st-busiest airport in the United States, making it the busiest in the medium-hub category.

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