Indy Airport Crowned ‘Best Airport’ for Eighth Straight Year
Winning streak is “all about the customer experience”
INDIANAPOLIS (March 9, 2020) – The Indianapolis International Airport (IND) continues its long-running streak as the Best Airport in North America among midsize airports – for the eighth year in a row, and nine years overall. The Airports Council International-North America made the announcement today, once again proclaiming Indy airport the best on the continent with its Airport Service Quality Awards.
The ASQ Awards are determined based on passenger feedback independently collected by the ACI program on the day that passengers travel. Each airport is rated based on 34 key performance indicators, such as airport access, check-in, security screening, stores and restaurants and restrooms.
“People ask me often how we do it year after year, and my answer is simple: we take care of our people and they take care of our customers. It’s all about the customer experience – which we strive to deliver to an art form,” said Mario Rodriguez, executive director of the Indianapolis Airport Authority. “Every decision we make has the traveler top of mind, and our staff is continuously looking for ways to improve even our best efforts.”
In recent years the Indy airport has also been recognized repeatedly by J.D. Power, Condé Nast Traveler, and Travel + Leisure for continued excellence in customer experience and satisfaction. Passengers site the openness and cleanliness of the terminal, its smooth security process, and convenience to food, beverage and retail amenities as well as parking.
The ASQ awards recognize the achievements of airports of different sizes and different regions of the world. More than 300 airports around the globe elect to participate in the survey to gather information for actionable decisions and operational improvement.
“The Airport Service Quality Awards represent the highest possible recognition for airport operators around the world and recognize excellence in customer experience,” said ACI World Director General Angela Gittens.
The Indy airport served a record 9.5 million passengers in 2019 and launched nine new flights for Hoosier travelers, including welcoming a new airline with the addition of Spirit Airlines. 2019 also marked the implementation of the first phase of the Indy airport’s Concessions Refresh program, which is delivering new retailer and restaurant concepts that reflect a mix of national brands and local Hoosier favorites in food, beverage and retail products.
For more information about the ACI ASQ awards, click here.