Minneapolis-St. Paul International (MSP) on March 6, was named Best Airport in North America for its size category by Airports Council International (ACI).
Each year, ACI ranks the world’s airports by region and size category based on results of customer surveys. MSP earned the highest score among North American airports serving 25 to 40 million passengers a year in 2016.
“Promoting a culture of continuous service improvement has become a matter of gaining competitive advantage and optimizing non-aeronautical revenue performance,” said Angela Gittens, director general of ACI World. “ACI proudly recognizes these accomplishments, and we look forward to seeking more effective, efficient and profitable ways of serving the flying public together.”
ACI has the only global program to survey passengers at the airport on their day of travel. The program enables airports to benchmark against peer airports as well as against their own past performance.
Through ACI’s Airport Service Quality surveys, some 600,000 travelers in 84 countries are asked to rate the airport in which they are surveyed based on 34 key performance indicators.
Survey questions cover everything from airport access to check-in, security screening, restrooms, stores and restaurants.
Brian Ryks, executive director and CEO of the Metropolitan Airports Commission, which owns and operates Minneapolis-St. Paul International, emphasized the importance of collaboration among the many businesses and organizations at the airport as the key to strong customer service performance.
“Our vision is ‘providing your best airport experience,’ and that is something we can only achieve with the support of the entire Minneapolis-St. Paul International Airport community. It is very gratifying to know our customers recognize the tremendous efforts made each day by so many, and our focus to provide a personal touch in order to exceed travelers’ expectations.”