The San Francisco International Airport (SFO) has been recognized by Airports Council International (ACI) World for their “Voice of the Customer” initiative, which honors airports that continued to prioritize customers and ensure their voice was heard during the COVID-19 pandemic. Despite the significant challenges posed by this pandemic, SFO has continued to gather feedback from passengers using ACI’s Airport Service Quality program.
“SFO has evolved to meet the challenges of the COVID-19 pandemic, but our commitment remains the same: to deliver an exceptional experience to our customers,” said Airport Director Ivar C. Satero. “ACI’s Airport Service Quality program has guided our efforts for years, and more than ever, now is the time to ensure we meet and exceed travelers’ expectations. We are grateful for this honor from ACI World.”
“The Voice of the Customer recognition celebrates the commitment of airports that continued listening to passengers and adapting processes and procedures to meet changing expectations of customer experience in response to COVID-19,” ACI World Director General Luis Felipe de Oliveira said. “As our industry works towards recovery, airports that listen to – and prioritize the needs and expectations of – customers will be better-placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking, for airports to gather information on the needs and expectations of customers and help drive their performance in response.”
Airport Service Quality (ASQ) is a world-renowned and globally established benchmarking program measuring passengers’ satisfaction while they are traveling through an airport. The ASQ program provides the research tools and management information to better understand passengers’ views and what they want from an airport’s products and services.
At SFO, the ASQ passenger surveys are conducted by Corey, Canapary & Galanis, which is a registered San Francisco Local Business Enterprise (LBE).
In December 2020, SFO received the Airport Health Accreditation from Airports Council International (ACI) World and ACI Americas. The organization’s new Airport Health Accreditation program evaluates new health and safety measures and procedures introduced at airports worldwide in response to the COVID-19 pandemic. Areas of assessment for accreditation include cleaning and disinfection, physical distancing, staff protection, physical layout, passenger communications and passenger facilities.