Prague Airport has received the 2019 Airport Service Quality Award, presented annually by the Airports Council International (ACI) to the best airports with the highest provable level of customer satisfaction with the services provided. Prague Airport has defended its victory of last year, this time sharing the title of the best European airport in the category of 15 – 25 million handled passengers with the airports in Ankara and St. Petersburg. Prague Airport has also become one of only seven airports in the world to receive a special Roll of Excellence award, presented to airports with frequent success in the field of customer experience.
Winning the Airport Service Quality Award based on feedback from actual passengers passing through our airport has confirmed that we can ensure the high quality of our services regardless of the level of traffic. Big thanks are owed primarily to our employees, for whom the internationally recognised ASQ results are an important indicator of the quality of their work. Despite the fact that this year's tourism was affected by the crisis associated with the spread of COVID-19, we have not lowered our set customer experience standards. On the contrary, we are improving our customer satisfaction, in particular through intensive communication regarding the areas of security and implementation of protective measures," Václav Řehoř, Chairman of the Prague Airport Board of Directors, said.
The Airport Service Quality (ASQ) programme is run by the Airport Council International. It is one of the world's most prestigious initiatives focused on research and evaluation of customer satisfaction with services provided at the world's most important airports. The ASQ results are published quarterly, representing an important gauge for participating airports with regard to their service development attempts and quality improvements. Prizes based on ASQ evaluation are awarded once a year.
By winning the 2019 Airport Service Quality Awards competition, Prague Airport service quality matched that of the airports in Ankara and St. Petersburg, which also received awards in the competition.
Prague Airport is also one of only seven airports around the world to receive a special Roll of Excellence award, which has been presented to airports since 2011. It is an award presented by ACI management for long-term participation in the ASQ competition and for frequent success in the field of customer experience. Prague Airport has maintained its status as an airport with quality customer experience long-term and has received several ASQ awards in the last ten years.
The Airports Council International (ACI) is a global industry association with approximately 1,960 member airports in a total of 176 countries around the world. It was founded in 1991 and its goal is to promote cooperation between members and other partners in the field of air transport.
European airports per individual categories recognised as the best in passenger satisfaction in 2019:
Up to 2 million handled passengers a year: Alesund (Norway), Valverde (Spain), Melilla (Spain), San Sebastián (Spain), Bodo (Norway)
2-5 million handled passengers a year: Menorca (Spain), Skopje (Northern Macedonia), Tallinn (Estonia), Zagreb (Croatia)
5-15 million handled passengers a year: Alicante (Spain), Bergen (Norway), Izmir (Turkey), Sochi (Russia), Keflavik (Iceland), Luqa (Malta), Newcastle (Great Britain), Porto (Portugal)
15-25 million handled passengers a year: Ankara (Turkey), Prague (the Czech Republic), Saint Petersburg (Russia)
25-40 million handled passengers a year: Copenhagen (Denmark), Zurich (Switzerland), Oslo (Norway)
Over 40 million handled passengers a year: Rome Fiumicino (Italy), Moscow Sheremetyevo (Russia)