For the second year in a row, Dallas Fort Worth International Airport (DFW) has earned the Airport Service Quality (ASQ) Award, naming it the best large airport in North America for customer service.
Distributed each year by Airports Council International (ACI) World, the Airport Service Quality (ASQ) Award is given to airports across the continent that excel at providing stellar service to their clientele, based on third-party customer survey responses.
The ASQ program evaluates airports for key performance indicators that contribute to the passenger experience, including wayfinding, cleanliness, check-in processes, and shopping and dining options, to name a few.
DFW International Airport has been honored with the annual award six times, including back-to-back wins in 2018, 2019, 2022 and 2023.
As a result of its consistency, the North Texas airport was previously inducted in the ACI World Director General's Roll of Excellence, which recognizes airports that have won multiple ASQ awards over a five-year span.
DFW International Airport attributes its success to its Airport Customer Experience Service (ACES) team, which comprises of 45 employees stationed throughout the terminals.
The ACES team is dedicated to helping passengers navigate the airport and answering any questions or concerns, among other responsibilities.
“DFW is committed to providing a safe, efficient and enjoyable airport experience from the curb to the gate, which is influenced at every point along the way by our culture of Texas hospitality,” said Ken Buchanan, DFW International Airport’s executive vice president for Revenue Management and Customer Experience.
“Earning this vote of confidence from our customers for the second year in a row is a testament to our investments in technology, facilities and the work of our employees to create exceptional experiences for our customers.”
The ASQ program was first established back in 2006. Since then, the initiative has garnered over 400 participating airports worldwide.
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