Francisco Sá Carneiro Airport, in Porto, was voted by ACI – Airports Council International as the second best in the European Region for airports with over two million passengers/year, ex aequo with Malta Airport and Sheremetyevo Airport in Moscow. The winner in the category was Sochi Airport. The award comes within the scope of the Airport Service Quality Survey (ASQ) study, the leading worldwide benchmark in the Evaluation of Passenger Satisfaction - 2017 Airport Service Quality (ASQ) Awards.

The results of this study are based on questionnaires filled out by passengers who thus convey their opinion on 34 indicators, namely regarding the services offered by the airports in terms of customer service, waiting times, staff courtesy, cleanliness of facilities and comfort.

We recall that in this evaluation, Francisco Sá Carneiro Airport, an infrastructure managed by ANA/VINCI Airports, with excellent accessibility, direct links to 72 cities and an exemplary service, was voted in 2016 as the third best in Europe in the same category and as the best in Europe in the category “by size” between 5 and 15 million passengers.

“We are proud to find out that we were once again chosen by our passengers as one of the best airports in Europe. This is our 11th award in the past twelve years and it is especially important for us at a time when the number of passengers at the Porto Airport surpassed 10 million, resulting from a 15% growth vis-à-vis 2016”, commented Thierry Ligonnière, Chief Operating Officer and Director of ANA Aeroportos de Portugal.  

Fernando Vieira, Porto Airport’s General Manager, adds that “these awards are a recognition of the work and effort that Francisco Sá Carneiro Airport’s team carries out daily, and with all its partners. This is the result of our teams’ ongoing commitment and we are thus tremendously proud to realize we are able to continue growing while maintaining the quality we strive for.”

ACI – Airports Council International is the only worldwide trade association of airport operators. ACI Europe represents over 500 airports in 45 countries, responsible for over 90% of the commercial air traffic in Europe and for the movement of over 1.9 billion passengers annually.

Since its inception in 2006, the ACI/ASQ Survey has become the world’s main airport passenger satisfaction benchmark, with more than 340 participating airports from 85 countries. Its scientific methodology, rigorous quality control procedures and commitment to impartiality gained the industry’s recognition and established the ASQ Survey as the global standard for measuring the passengers’ satisfaction.

The ASQ Survey is the only global airport survey based on the measurement of the satisfaction of the passengers while they are at the airport. Around 600 thousand passengers per year are interviewed before boarding their flights, being asked to evaluate their satisfaction with the airport’s services.

In 2017, more than half of the world’s 7.7 billion travellers passed through an airport of the ASQ.

To be eligible for the annual ASQ awards, an airport must have participated in the ASQ survey every month of the year. The research must be carried out in strict accordance with the airport’s sampling plan, developed by the ACI, which ensures a representative sample of flights, destinations and passenger groups serviced by the airport. The ACI monitors the participating airports regularly to ensure compliance and to validate the results.