NEW ORLEANS – The Louis Armstrong New Orleans International Airport (MSY) received an award for Best Hygiene Measures by Region (North America) from the Airports Council International (ACI) World’s 2020 Airport Service Quality (ASQ) program. The ASQ awards highlight the world’s best airports as judged by their customers who are surveyed while they are in the airport. Additionally, the most recent ASQ survey results show high scores for MSY in several categories.
Best Hygiene measures by region is a new award introduced this year, which provides airports with a reliable method of gauging customer response to new health measures and recognizes airports’ success in responding to the intense focus on hygiene. MSY is one of only six airports in the United States and Canada to receive this recognition.
“MSY plays a major role as a gateway and aviation hub for the State and the Gulf South region for all of our national and international visitors. Our airport continues to be recognized for its leadership, cleanliness, customer satisfaction, and overall performance, despite the challenges from the COVID-19 pandemic. Our number one priority throughout COVID-19 has been the health and safety of our people, and MSY has been putting in the hard work to ensure that for residents and visitors alike,” said Mayor LaToya Cantrell.
“ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world,” said ACI World Director General Luis Felipe de Oliveira. “This year more than any other, the awards recognize those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances.”
“New Orleans truly has a world-class Airport, and with this news, the people of New Orleans can be confident that we are doing what it takes to ensure a safe, comfortable experience while traveling though our facility,” said Judge Michael Bagneris, Chair of the New Orleans Aviation Board. “This is yet another piece of proof that our City’s investment in a new terminal facility was well worth it.”
The Airport Service Quality program is the world’s leading airport customer experience measurement and benchmarking program. The ASQ Departures program measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travelers pass through an ASQ airport.
During the fourth quarter of 2020, MSY scored above average in 27 categories when compared to peer airports our size. Specific categories include security wait times, value for money of parking facilities, helpfulness of airport staff, business and executive lounges, and more. Additionally, when compared to survey results from the fourth quarter of 2018 while MSY was still operating in its former terminal, the scores increased in every single category. Some of the highest increases were in the categories of restroom cleanliness, terminal cleanliness, parking facilities, Wi-Fi access and ambience of the airport.
“One of our top priorities is to provide outstanding customer service through various amenities, services and other management procedures,” said Kevin Dolliole, Director of Aviation. “In addition to the initiatives we already had underway, when COVID-19 began to impact our region, we took action immediately to increase the hygiene and sanitization of our facility. I’m proud to see that our hard work in all areas of the customer experience is producing positive results from our passengers.”
Learn more about the ACI ASQ Program which includes a full suite of customer experience solutions, including the ACI employee survey for customer experience, the ASQ arrival surveys, and the new ASQ Commercial Survey. ASQ delivers 640,000 individual surveys per year in 49 languages across 91 countries.
Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, customer-centric and environmentally sustainable. As of January 2021, ACI serves 701 members, operating 1933 airports in 183 countries.