Which airports boast the happiest passengers?

A memorable air travel experience starts long before take-off.

The industry is increasingly recognizing the importance of keeping passengers content both on the ground and in the air.

The Airport Service Quality Awards have just announced their 2015 winners, spotlighting airports that excel at ensuring travelers are smiling throughout their journey.

Incheon Airport in South Korea and Singapore's Changi Airport are tied for the top spot in the Best Airports by Size category for those with over 40 million passengers annually.

Innovations that win over the crowd

These two airports can add another accolade to their collection, having claimed the top two spots in Sleeping in Airports’ October survey of the world’s best airports.

For the fifth consecutive year, Changi Airport has taken the top position in the ASQ Awards, thanks to its crowd-pleasing features like two 24-hour movie theaters offering the latest blockbusters for free.

The ASQ awards, hosted by the Montreal-based Airports Council International, are based on over 550,000 detailed passenger satisfaction surveys conducted last year across more than 300 airports in 80 countries.

Passengers provide feedback on 34 important service aspects, including access to the airport, check-in process, security, amenities, dining, and shopping.

Exceptional passenger experience

Angela Gittens, ACI World’s director general, explains that the growing focus on delivering an outstanding passenger experience is part of a broader trend.

Airports have transformed into intricate, customer-centric operations that, in many cases, now compete with each other to attract more passengers.

From duty-free shopping and dining options to atmosphere, cleanliness, staff courtesy, amenities, and efficiency, air travelers now expect a lot from the airports they use.

London Heathrow claimed victory in the Best Airports by Size and Region: Europe category, a new addition for the 2015 awards.

Despite not making the top 10 in OAG’s list of the world’s most punctual airports, which OAG’s senior analyst John Grant attributes to capacity issues.

Indianapolis Airport ranked first in North America, followed closely by Grand Rapids.

The following five airports were recognized for the most significant improvements: Nairobi, Denpasar (Indonesia), Istanbul, Kingston (Jamaica), Damman (Saudi Arabia), and Saskatoon (Canada).

Best Airport by Region (for airports with over 2 million passengers annually)

Africa

1st place: Mauritius

2nd place (tie): Cape Town (South Africa); Durban (South Africa)

3rd place: Johannesburg

Asia-Pacific

1st place (tie): Seoul Incheon; Singapore Changi

2nd place (tie): Beijing; Mumbai; New Delhi; Sanya Phoenix (China); Shanghai Pudong

3rd place (tie): Guangzhou Baiyun (China); Taiwan Taoyuan; Tianjin Binhai (China)

Europe

1st place (tie): Moscow Sheremetyevo; Pulkovo St. Petersburg (Russia); Sochi (Russia)

2nd place (tie): Dublin; Malta; Prague; Zurich

3rd place (tie): Copenhagen; Keflavik (Iceland); London Heathrow; Porto (Portugal); Vienna

Middle East

1st place: Amman

2nd place (tie): Abu Dhabi; Doha

3rd place (tie): Dammam (Saudi Arabia); Dubai; Tel Aviv

North America

1st place: Indianapolis

2nd place (tie): Dallas Love Field; Grand Rapids (Michigan); Jacksonville (Florida); Ottawa; Tampa (Florida)

3rd place (tie): Austin; Detroit; Sacramento; San Antonio (Texas); Toronto Billy Bishop

Latin America-Caribbean

1st place: Guayaquil (Ecuador)

2nd place: Quito

3rd place: Punta Cana (Dominican Republic)

Best Airport by Size

2–5 million passengers per year

1st place: Jaipur (India)

2nd place: Lucknow (India)

3rd place: Guayaquil (Ecuador)

5–15 million passengers per year

1st place: Sanya Phoenix (China)

2nd place: Tianjin Binhai (China)

3rd place: Hyderabad (India)

15–25 million passengers per year

1st place: Seoul Gimpo

2nd place: Wuhan (China)

3rd place: Denpasar

25–40 million passengers annually

1st place (tie): Mumbai; New Delhi

2nd place: Taiwan Taoyuan

3rd place: Shanghai Hongqiao

Over 40 million passengers annually

1st place (tie): Seoul Incheon; Singapore

2nd place (tie): Beijing; Shanghai Pudong

3rd place: Guangzhou Baiyun (China)

Best Airport by Region (under 2 million passengers annually)

Africa: Upington (South Africa)

Europe: Skopje (Macedonia)

North America: Portland

Latin America-Caribbean: Culiacan (Mexico)

Best Airport by Size and Region

Asia-Pacific

2–5 million passengers annually: Jaipur (India)

5–15 million passengers annually: Sanya Phoenix (China)

15–25 million passengers annually: Seoul Gimpo

25–40 million passengers annually: New Delhi

Over 40 million passengers annually: Seoul Incheon

Europe

2–5 million passengers annually: Sochi (Russia)

5–15 million passengers annually: Pulkovo St Petersburg (Russia)

15–25 million passengers annually: Dublin

25–40 million passengers annually: Moscow Sheremetyevo

Over 40 million passengers annually: London Heathrow

North America

2–5 million passengers annually: Grand Rapids (Michigan)

5–15 million passengers annually: Indianapolis

Most Improved Airport

Africa: Nairobi

Asia-Pacific: Denpasar (Indonesia)

Europe: Istanbul

Latin America-Caribbean: Kingston

Middle East: Dammam (Saudi Arabia)

North America: Saskatoon (Canada)