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San Antonio International Airport Wins World’s Best Airport Award for Customer Experience

Published on Monday, March 1, 2021

San Antonio International Airport Wins World’s Best Airport Award for Customer Experience

CONTACT: Tonya Hope, 210-207-1515 
Evelynn Bailey, 210-207-1611 


San Antonio (March 1, 2021) – San Antonio International Airport (SAT) received the top industry honor from the Airports Council International (ACI) World. ACI, widely considered the benchmark in standards and evaluations within the aviation industry, revealed the winners of the 2020 Airport Service Quality (ASQ) Awards earlier today. These awards are highly regarded and considered unique because it is based on passenger surveys taken on the day of travel to get current and accurate feedback on service quality issues.
“ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world, “ACI World Director General Luis Felipe de Oliveira said. “This year more than any other the awards recognize those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances.
SAT earned the coveted awards for customer service- “Best Airport with 5-15 Million Passengers in North America” and “Best Hygiene Measures by Region (North America)”. ACI introduced the hygiene award category as a way for airports to gauge customer response to new hygiene measures and to recognize airports’ success in dealing with hygiene during COVID-19.
“Our staff at SAT is dedicated to putting our passengers first, so to be recognized as one of the world’s best airports for the quality of our customer service is an honor we do not take for granted. In addition, our staff has put forth tremendous efforts to ensure that our passengers are comfortable and are able to fly safe through SAT. This newly created hygiene award validates those efforts,” said Jesus H. Saenz, Director of Airports, San Antonio Airport System. “Our stakeholders at SAT and our surrounding community should be very proud because this honor reinforces SAT’s reputation as a world-wide industry leader.”
Each year, airports are rated based upon the findings of passenger surveys. The program measures passengers’ views of key performance areas and is administered worldwide. The airports that receive the highest results and demonstrate a commitment to providing excellent customer service are recognized annually with an ASQ award.
SAT scored high in overall satisfaction, courtesy of airport staff, courtesy at check-in, terminal cleanliness, ease of way-finding, ease of connections, courtesy of inspection staff, internet/Wi-Fi access, waiting time at passport/ID inspection, safety and security.
SAT will be honored later this year at the ASQ Forum and ACI Customer Experience Global Summit.

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Author: Melanie Morales (GPA)

Categories: City News, Aviation