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Press release

ACI and Amadeus announce partnership supporting the 2020 ASQ Awards

August 26, 2020

3 min read

Jennifer Fernandez

Corporate Communications ,

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ASQ awards represent the highest possible industry accolade for airport customer experience.

Airports Council International (ACI) World and Amadeus today announce a strategic partnership to deliver this year’s world-renowned Airport Service Quality (ASQ) awards. The annual Airport Service Quality (ASQ) Awards recognize and reward the best airports in the world according to ACI’s ASQ Departure Survey and the ASQ Arrivals Survey.

These awards are an opportunity to celebrate the commitment of airports worldwide to continuously improving the passenger experience.

As a global travel technology company, Amadeus supports airports with their operations to improve the travel experience for passengers all over the world and this partnership comes at a time when it has never been more important for airports to listen to the voice of their customers.

“The partnership with Amadeus will improve the recognition of the ACI ASQ awards as the world’s leading programme assisting airports to deliver the best customer experience for our passengers,” ACI World Director General Luis Felipe de Oliveira said. “The ASQ awards represent the highest possible accolade for airport operators around the world at a time when the voice of the passenger needs to be heard as our industry begins the long recovery process from the COVID-19 pandemic. This is just the beginning of an enduring and fruitful partnership between ACI and Amadeus in support of airports and the wider aviation ecosystem and illustrates the ACI intention to work together with the industry to deliver the sustainable social and economic development to the communities we serve. Partnerships like this are important to move the industry forward during the recovery process and beyond.”

Bruno Spada, Executive Vice President Airport IT at Amadeus, commented: "We’re proud to join ACI in recognizing airport’s efforts in improving passenger services. At Amadeus we are focused on supporting airports to adapt quickly and dynamically to market changes and to deliver the best possible experience for passengers. By thinking differently about their unique challenges and deploying advanced technologies we are helping airports around the globe to address the shifting needs of passengers. Delivering safe, stress-free and touchless travel is vital to getting the world traveling again and these awards will help to showcase some of the best examples in the industry. We are delighted to be part of the industry's collective effort to renew and recover."

ACI helps close to 400 airports worldwide to manage and deliver the best experience for their customers, based on a proven expertise in airport operations, marketing research and customer experience management and delivery.

ACI’s ASQ suite of solutions provides airports with a comprehensive method of responding to passengers’ changing needs by delivering a 360-degree view of customer experience management. As a result of the pandemic, passengers are demanding new experiences, services and processes that emphasise health and hygiene and airports are adapting their infrastructure, adopting new technology, and streamlining their processes to best match these needs.

Airports have recognized that delivering a better customer experience is an important business tool in an increasingly competitive industry. ASQ is the only globally established programme that provides objective measurement and benchmarking for airports to help drive their performance.

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