MSP Airport (MSP) has once again earned top honors in the Airports Council International (ACI) Airport Service Quality (ASQ) program, which surveys customers at airports around the world.
MSP was named the Best Airport in North America – considered the "Oscar" of the airport industry – in the 25-40 million passenger category for 2021 and shared the honor with Salt Lake City International Airport. MSP held the best airport top spot for four straight years from 2016 through 2019. (In 2020, due to the pandemic and safety concerns, MSP put the collection of survey data on hold which made MSP ineligible for the award.)
"It's especially gratifying that MSP was honored and recognized by travelers at a time when the COVID-19 pandemic has created so many challenges in our industry and impacts to the travel experience," said Brian Ryks, CEO of the Metropolitan Airports Commission (MAC), which operates MSP. "To be ranked among the best airports in the world is a testament to an unfailing focus on customers by commissioners and staff, and by our airport partners — federal agencies, airlines, concessionaires, tenants, the Airport Foundation MSP, the Armed Forces Service Center, and many others in the MSP Airport community."
The ASQ program scores airports based on customer surveys conducted at airports in 91 countries. Customers answer questions about 34 key performance indicators to measure their satisfaction with their airport experience – from arrival at the airport to departure gate.
MSP's overall satisfaction score was 4.40 – slightly below its highest-ever 4.43 rating. Customers continued to state the "3 W's" remain their priorities for customer experience:
- Wait times (both airline check in and security)
- Wayfinding
- Washroom cleanliness
MSP's scores did decline in a few areas – likely due to staffing shortages associated with the COVID-19 pandemic with airline check in, security checkpoint wait times, and food and beverage options, said Steve Gentry, the MAC's customer research analyst.
"After a second year of the pandemic, this year's ASQ winners are especially reflective of customer experience leadership during the most challenging time in our sector's history," said ACI World Director Luis Felipe de Oliveira. "We are exceedingly proud of their stellar leadership in delivering the very best customer experience."
The ASQ survey recently added health and hygiene questions to assess customer feedback on the measures airports are taking in response to the pandemic. MSP has earned nationally recognized accreditations, including through ACI's Airport Health Accreditation Program, which require rigorous cleaning and compliance with the latest health safety standards and practices.
