Photo courtesy EPIA

El Paso International Airport Receives 2018 Airport Service Quality Award

Officials with the El Paso International Airport (EPIA) announced Wednesday that the airport was awarded 2018 Best Airport by Size and Category (2-5 million passengers in North America) by Airport Council International’s (ACI) Airport Service Quality (ASQ) Customer Experience Awards.

The survey is the only global airport survey based on measuring passengers’ satisfaction at the airport on their day of travel. The program measures key performance indicators including: Access, Check-in, Security, Wayfinding, Food & Beverage, Airport Facilities and Overall Satisfaction. Three quarters of the world’s top 100 busiest airports are part of the ASQ program.

“This award is the direct result of the hard work and dedication of all airport employees, to include the airport’s airlines, concessionaires, as well as City of El Paso staff,” said Monica Lombraña, A.A.E., Managing Director of Aviation and International Bridges. “I want to personally thank all employees and partners who have provided the outstanding services and support necessary to run a first-class operation.”

The Airport has experienced notable growth in recent years; in 2018, the Airport surpassed 3 million passengers, an 11% increase in total passenger traffic over 2017.

Since 2015, airlines at EPIA have made 19 announcements for new or expanded routes, and have added new non-stop destinations such as Orlando,  San Jose and Seattle.

Officials with the facility shared that the Airport has invested over $200 million in capital improvements in the past five years, resulting in upgraded facilities and added amenities to provide a pleasant travelling experience for its passengers.

“Improvements include a new rental car facility, the ELP Virtuwall, a consolidated checked baggage inspection system, the reconstruction of Runway 4-22 and the implementation of the Aira App, a service that provides visual assistance. Future projects include escalator replacements, the Terminal Landscape and Architectural Lighting Project, and a new, state-of-the-art passenger notification system,” officials added.

This is the Airport’s third award since commencing participation in the ASQ survey program; in 2016 and 2017, El Paso International tied for 2nd Place for Best Overall Customer Satisfaction for airports in North America.


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