The Airports Council International (ACI) honored Cleveland Hopkins International Airport (CLE) with the 2017 Airport Service Quality (ASQ) Award for Most Improved Airport in North America. This marks the first time Cleveland Hopkins has received an ASQ award, recognizing the airport’s notable progress in passenger service and overall customer experience.
ASQ evaluates airports worldwide based on passenger feedback, measuring performance across 34 key indicators such as check-in, security, cleanliness, signage, and staff helpfulness. In 2017, ASQ named 16 airports as first-time winners, a sign of rising competition among airports globally, according to ACI.
Alongside Cleveland Hopkins, ACI highlighted substantial improvements at several international airports, including Jomo Kenyatta International Airport in Nairobi, Sardar Vallabhbhai Patel International Airport in Ahmedabad, Franjo Tuđman Airport in Zagreb, Tancredo Neves/Confins International Airport in Belo Horizonte, and Dubai International Airport. These recognitions reflect targeted investments and operational changes aimed at enhancing the traveler experience.
In North America, the ASQ Awards also distinguished the best large airports (those serving more than two million passengers annually). Indianapolis International Airport and Jacksonville International Airport were recognized among the top performers in this category. For smaller airports, Portland International Jetport in Portland, Maine, received top honors for its strong passenger satisfaction scores.
Other North American airports honored with ASQ awards included Ottawa (YOW), Tampa (TPA), Minneapolis–Saint Paul (MSP), and Toronto Pearson (YYZ). These airports were acknowledged for consistently high ratings across multiple customer service metrics.
Regionally, some of the top-performing airports worldwide were Casablanca (CMN) in Morocco; Delhi (DEL) and Mumbai (BOM) in India; Sochi (AER) in Russia; Abu Dhabi (AUH) in the United Arab Emirates; and Guayaquil (GYE) in Ecuador. The ASQ survey’s comprehensive approach to measuring passenger perceptions helps airports identify strengths and opportunities, guiding improvements that enhance travel quality for millions of passengers each year.