Inverness Airport wins four Airport Service Quality Awards

Inverness Airport has won a range of major awards at the 2022 Airports Council International (ACI) Airport Service Quality (ASQ) Awards.

Inverness has been named the Best Airport under 2 Million Passengers in Europe, with passengers recognising the team’s efforts in providing superior customer service. 

The airport has also earned three other accolades in this year’s ASQ awards including Airport with the Most Dedicated Staff in Europe, Easiest Airport Journey in Europe and Cleanest Airport in Europe.  

The ACI ASQ initiative is unique, as it is the airport industry’s only global benchmarking program.  The awards measure passenger satisfaction while they are at the airport. Taking place at nearly 400 airports worldwide, the ASQ program delivers an in-depth assessment of the quality of the customer service experience. The resulting database allows for a comprehensive analysis of the customer service experience at each participating airport. This year’s results recognise ASQ Award winners as being the world’s best airports for the quality of their customer experience as selected by their passengers. 

Inverness Airport general manager, Graeme Bell, said: “I am so proud of everyone at Inverness Airport.  To win so many awards, and in particular winning the Best Airport under 2 Million Passengers in Europe award for the third year in a row, is an outstanding achievement. The fact that these awards are based on passenger feedback makes all four awards even more special.  

“I am so extremely grateful for the significant effort of our teams, concessionaires and operators at the airport to provide the best possible experience for our customers. Winning these four awards are a testament to their care, passion, and dedication to providing that industry-leading service every day.” 

Luis Felipe de Oliveira, director general, ACI World, said: “Congratulations to the team at Inverness Airport on their well-deserved Airport Service Quality Award. This recognition was selected by passengers through ASQ’s unique and comprehensive methodology and demonstrates that the whole airport community is putting the passenger at the centre of all they do.” 

He has also said on the ASQ Awards overall: “The ASQ program not only measures and benchmarks, but also provides airports of all sizes with an opportunity for continual learning and improvement to reach new heights in customer experience excellence. The new categories not only reflect the growth of the program but also the evolution of passenger needs. It is a non-negotiable—airports must listen closely to the voice of customers so we can continue to serve people and communities in a sustainable and resilient way. This is the way forward.” 

Most Dedicated Staff in Europe, Easiest Airport Journey in Europe and Cleanest Airport in Europe are new award categories introduced in 2022.  

Published: 6th March 2023