İGA Istanbul Airport was named "Europe's Best Airport in the category over 40 million passengers" and "Europe's Best Airport" in the Airport Service Quality (ASQ) awards, organized by Airports Council International (ACI) and considered among the most prestigious awards in the aviation industry. It achieved great success by being deemed worthy of the titles "Pleasant Airport" and "Europe's Cleanest Airport".
IGA Istanbul Airport, which has been awarded consecutive international awards by reputable institutions as one of the best airports in the world, was honored with three awards at the award ceremony held within the scope of the International Airports Council Customer Experience Global Summit - ACI Customer Experience Global Summit held in Incheon, South Korea on 4-7 September 2023. was deemed worthy of awards in different categories.
In the awards given within the scope of the Airport Service Quality ASQ program carried out by ACI, İGA Istanbul Airport was named "Europe's Best Airport in the category above 40 million passengers", "Europe's Most Enjoyable Airport" and "Europe's Cleanest Airport". " chosen. At the award ceremony, awards were presented to İGA Istanbul Airport CEO Kadri Samsunlu.
İGA Istanbul Airport also left behind another milestone in its customer satisfaction-oriented service approach by reaching Level 12 in 3 months within the scope of International Airports Council - Customer Experience Accreditation.
Kadri Samsunlu, CEO of İGA Istanbul Airport, who was a speaker at the panel titled "Leadership Required to Establish a Customer-Focused Culture" organized within the scope of the summit, answered the question "capacity" to the question of what is the most important factor that an airport should have for customer satisfaction.
Underlining that one of the most important factors for passenger satisfaction is capacity adequacy, Samsunlu said, in addition to the advantage of İGA Istanbul Airport in this regard; He stated that it stands out in passenger satisfaction thanks to its retail mix, rest areas, food and beverage diversity, culture, art and entertainment opportunities such as the airport museum and exhibition areas.
Samsunlu said, “Our goal is; To reach the top of Customer Experience Accreditation, that is, the 12th level, as soon as possible, where we rose to the 3rd level within 5 months. It may be quite difficult to achieve this at airports that have stakeholders and are global hubs, but I have full faith that we can achieve this. In order to take firm steps towards this goal, as İGA, we must act together with our flag carrier airline company THY, DHMI and all our stakeholders. While aiming for the top in terms of customer experience; "Our main motivation is to make our passengers feel 'valued'."
ACI awards airports in different categories based on passenger satisfaction scores in the Airport Service Quality (ASQ) survey, a global research study based on interviews with passengers during their travels.
In the survey conducted with 465 thousand people worldwide within the scope of the ASQ program, passengers using airports were asked about factors such as check-in, ease of navigation, cleanliness, shopping and dining.
ACI Customer Experience Global Summit, one of the world's leading airport events focusing on customer and employee experience, offers unique opportunities to learn from industry leaders and CEOs about their visions and airport experience strategies.
More than 500 senior airport executives, customer experience professionals and relevant business executives are attending the event. At the event, which also offers the opportunity to discover customer experience products, services and technologies, participants showcase their solutions to improve passenger experience.
