10:33 AM

DFW International Airport Earns Global Honor for Long Term Excellence in Customer Service from Airports Council International

DFW one of only 14 airports worldwide, 4 in North America inducted into ACI "Director General's Roll of Excellence"

Dallas/Fort Worth (DFW) International Airport last night earned global honors for its sustained excellence in customer service. DFW became one of the first 14 airports in the world named to the Airport Council International (ACI) Director General’s Roll of Excellence, which recognizes airports that have ranked among the top five in Airport Service Quality (ASQ) for five consecutive years. DFW earned the award at the ACI World Annual General Assembly conference in Marrakech, Morocco.
“This honor represents the pinnacle of achievement in customer service for our Airport,” said Jeff Fegan, CEO of DFW International Airport. “While we are extremely gratified to receive this honor, we also know we must continue to actively pursue outstanding customer service in order to retain our customers and our position as one of the world’s best airports. Excellence in customer service has been a high priority goal for DFW and will remain so in the future.”
The ACI Air Service Quality program was introduced in 2006 to enable airports to capture customer feedback using passenger surveys. The surveys enable airports to understand passenger needs and better meet customer expectations, and the feedback serves as world-class benchmarking tool for airports to enhance their customer service portfolio.
“We are very proud of our first inductees in the Director General’s Roll of Excellence and acknowledge their investment of time and resources to achieve excellence in customer service,” said ACI World Director General Angela Gittens. “While a dedication towards improvement is essential to attaining performance excellence, this is only 50% of the picture. ASQ has enabled our airport partners to couple their continuous improvement mindset with factual information. This information enables airports to make data driven decisions that further refine the customer service experience. I congratulate our 14 inductees for the high value they have placed on the pursuit of airport service quality excellence.”
DFW is one of only two airports in the United States inducted into the ACI Roll of Excellence, and one of only four airports in North America so honored. Other North American airports to achieve this distinction include Austin-Bergstrom International Airport, Halifax Stanfield International Airport and Ottawa International Airport.
The Air Service Quality program from ACI provides multi-dimensional benchmarking of an airport’s service performance with airports of similar size, in the same region, over time, and on a worldwide basis. The ASQ benchmarks a total of 34 service items of a passenger’s airport experience, including flight information screens, signage, walking distances, restaurants, shopping facilities, restrooms, security, customs, cleanliness, ambience and baggage delivery. More than 190 airports worldwide participate in the ACI Air Service Quality program surveys.