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Nine Years Straight: Indy Airport Named ‘Best Airport’

IND is shining example of ‘superior customer experience’

INDIANAPOLIS (March 1, 2021) – The Indianapolis International Airport (IND) has been awarded the Airports Council International’s 2020 Airport Service Quality Award for Best Airport in North America, recognizing it as a proud example among the very best airports in the world. This is the ninth straight year the Indy airport has claimed the honor in its class, and the tenth year overall.

The Indy airport took the top spot in its category of airports that accommodate 5 million to 15 million passengers annually. The ACI recognized the airport for “providing a superior customer experience under trying circumstances.”

Despite the pandemic’s impact on the travel industry, the Indianapolis Airport Authority continued to participate throughout the year in the ACI’s ASQ program to collect traveler feedback, and used that input to adjust and expand its efforts to deliver a safe and exceptional travel experience during 2020.

“Earning this award ten years overall, is a tremendous achievement,” said IAA Executive Director Mario Rodriguez. “But earning it this year, given all that the public, our staff and the industry have faced in the past 12 months, gives it more meaning than ever before. Our frontline staff deserve immense recognition for all they’ve done day in and day out to deliver exceptional customer service.”

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 access, check-in, security, stores and restaurants and cleanliness of restrooms and overall facilities. The ASQ awards recognize the achievements of airports of different sizes and different regions of the world.

“Congratulations to the Indianapolis International Airport on their well-deserved ASQ award which reflects their commitment to improve the passenger experience,” said ACI World Director General Luis Felipe de Oliveira. “This year’s awards celebrate airports that are prioritizing the travel experience for passengers at a time when the voice of the passenger has never been more important.”

Earlier this year, ACI also awarded the Indy airport with the Voice of the Customer honor for its diligence and commitment to responding to customer feedback during the global pandemic in 2020. The industry association also recognized the Indianapolis airport with an Airport Health Accreditation designation in late 2020 for its intensive efforts to apply COVID-19 preventive measures.

“Last year was a critical time to be clear on what travelers needed to feel comfortable and safe while traveling during this unprecedented time,” said Rodriguez. “Today’s award emphasized our commitment to listening to our travelers, acting on their feedback, and delivering world-class customer service now and as we journey through the recovery in the future.”

For more information about the ACI ASQ awards, click here.