Physical Address
506 Dolorosa 
San Antonio, TX 78204

Mailing Address
P.O. Box 839966 

San Antonio, TX 78283


Media Inquiries

Email Government and Public Affairs Visit the City of San Antonio on Facebook Follow the City of San Antonio on Twitter City of San Antonio YouTube Videos View the City of San Antonio Photos on Flickr 
COVID-19 Information
For up-to-date information on COVID-19, please visit:

Published on Monday, November 5, 2018

San Antonio International Airport Leads the Industry in Customer Service: Lands in Second Place

CONTACT: Rich Stinson, Office: 210-207-1509
Cell: 912- 433-2329,  
Tonya Hope, Office: 210-207-1515
Cell: 210- 400-7428 


San Antonio (Nov. 5, 2018) – According to Airports Council International (ACI) World, the San Antonio International Airport (SAT) ranked second among 48 different airports in the North American category. The Airport Service Quality (ASQ) awards are announced each quarter to showcase airports that exemplify a superior customer experience and rank high in customer service surveys. SAT has consistently placed in the top three for the past three years.


In the latest rankings for the third quarter, SAT scored 4.44 in Overall Satisfaction based upon a 1-5 rating system. The customer panel based their scores on speed of baggage delivery, courtesy and efficiency of check-in, ease of flight connections, customs inspection and cleanliness of airport and courtesy of staff.


“We’ve built a culture here at SAT where exceeding –not just meeting- our customer’s expectations is the standard”, said Karen W. Ellis, Chief Customer Experience Office, San Antonio Airport System.


SAT overall satisfaction airport rating:                 Second


Category: Ranking # SAT Mean Score Rating
Courtesy and helpfulness of check-in staff 1 4.61
Ease of finding way through airport 2 4.61
Walking distance inside terminal 1 4.60
Courtesy and helpfulness of staff 1 4.58
Overall satisfaction-leisure 2 4.50
Cleanliness of restrooms 2 4.44
Overall satisfaction-business 3 4.34
Ground transportation to/from airport 2 4.31


SAT has received an ASQ Award for outstanding customer service for the last three years. The airport served nearly 10 million passengers this year and offers flights to 53 non-stop destinations.


***Other airports in the same category as SAT include - Austin, Columbus, Jacksonville, Indianapolis, St. Louis, Kentucky, Cleveland, San Jose and Edmonton

Number of views (1550)

Author: Melanie Morales (GPA)

Categories: City News, Aviation