World-Class Customer Experience Keeps Indy Airport at No. 1
13 Years Running, Indy Airport Named Best Airport in North America
INDIANAPOLIS (March 11, 2025) –Travelers from across the continent have bestowed not one top honor on the Indianapolis International Airport (IND) for its performance in 2024, but they have named it the top recipient of three honors.
Travelers told the Airports Council International World in its annual Airport Quality Service Awards that the Indy airport is not only the Best Airport in North America, but it is the Cleanest Airport in North America and the Most Enjoyable Airport in North Americato travel through.
This is the 13thyear that travelers have granted the Indy airport the title of Best Airport in North America, and it’s the 14th year overall.
In a letter to airport employees announcing these industry honors, which are like the Oscar awards among airports, Indianapolis Airport Authority Executive Director Mario Rodriguez said: “These accolades reflect your unwavering commitment to excellence and your tireless efforts to improve the travel experience. Without a doubt you are the best team in the industry, making a significant impact on our community. I couldn’t be prouder of this achievement!”
ACI World surveyed nearly 700,000 travelers in 2024 to determine which airports deserve the top spot in the Airport Service Quality Awards around the world. Each airport is rated based on over 30 key performance indicators, such as ease of finding your way, check-in, shopping and dining offerings, and cleanliness of overall facilities. The ASQ awards recognize the achievements of airports of different sizes and regions around the world.
The amenities at the Indy airport that travelers attribute as making it the best, cleanest and most enjoyable airport are things like the terminal’s design, with 100% natural light, clean restrooms, easy access to security and gates.
But Brian Eckstein, IAA director of guest services, said the Indy airport listens to travelers’ feedback each year and strives to go above and beyond.
“We intentionally act on that passenger feedback to deliver customer service amenities like sensory rooms for travelers with additional needs, nursing rooms for moms, pet relief areas for guests traveling with pets,” said Eckstein. “We also have the largest public art gallery in the city that showcases local artists, as well as a mix of locally owned food and beverage options and retailers. And we leverage sustainability that travelers like, with one of the largest airport electric shuttle bus fleets, and conveniences like water bottle filling stations throughout the terminal.”
That type of thought and implementation earns the Indy airport the recognition and honor from travelers throughout North America. Collectively, it helps the Indianapolis community to attract economic opportunities, like major sporting events, world-class conventions, and top entertainment attractions.
In 2024, more than 10.5 million people traveled through the Indianapolis International Airport, putting it in the 2024 ASQ Awards category of airports serving 5 million to 15 million travelers annually.
“Congratulations again to you and your team for your unwavering dedication and excellence to the passenger experience,” Justin Erbacci, ACI World director general said to the Indy airport. “Your work continues to inspire us all.”
Among many other honors, the Indy airport has been recognized six times as best in customer satisfaction among medium-sized airports in North America by J.D. Power.
To learn more about the ACI World ASQ awards, click here.
Interview commentary clips available here.