El Paso International Airport tied for second place in Best Airport by Region in the 2016 Airports Council International (ACI) Airport Service Quality (ASQ) Awards in airport service quality.
This is the Airport’s first award since commencing participation in the Airport Service Quality survey program in 2015; El Paso International Airport tied with Tampa and Ottawa Airports for 2nd place. A total of 42 Airports in North America participated in the 2016 ACI ASQ program.
“We are honored to be recognized among the top airports in both the United States and Canada known for their outstanding customer service,” said Monica Lombraña, Director of Aviation, “This award is a testament to the hard work and dedication of our exceptional staff, tenants, and partners.”
El Paso International Airport provided service to over 2.8 million passengers in 2016, a 1.6% increase over the previous year. In 2016, non-stop service to San Diego, Orlando/Sanford and Oakland, as well as additional service to Las Vegas, was added with the introduction of Allegiant Airlines.
The Airport continues investing in its facilities and amenities to further its mission of providing a safe, aesthetically pleasing and pleasurable travelling experience for its passengers with its implementation of a five-year capital improvement program totaling over $109 million.
As part of this program, improvements to be undertaken include new landscaping, renovations to east and west concourses, a new Passenger Notification System, and renovations to the meeter-greeter area, to include the addition of a state-of-the-art virtual, interactive wall that will highlight all that El Paso has to offer.
The Airports Council International (ACI) Airport Service Quality (ASQ) program is unique as the airport industry’s only global benchmarking program measuring passengers’ satisfaction as they travel through the airport. Implemented at over 320 airports worldwide, the ASQ program delivers an in-depth assessment of the quality of the customer service experience in 34 key performance indicators, including airport access, check-in, security screening, restrooms, and food & retail establishments.
The resulting database allows for a comprehensive analysis of the customer service experience at each participating airport. 2016 ASQ results place ASQ Awards winners among the world’s best airports for the quality of their customer service experience.