Detroit Metropolitan Airport named best in North America for customer experience amid COVID-19 pandemic

News Releases
Mar 01
2021

DETROIT (March 1, 2021) – Detroit Metropolitan Wayne County Airport (DTW) has earned Airports Council International’s (ACI) 2020 Airport Service Quality (ASQ) Award for Best Airport by Size and Region (25 to 40 million passengers per year in North America). This customer service award is one of the highest honors in the aviation industry. DTW shares this recognition with Baltimore/Washington International Thurgood Marshall Airport.

The annual ASQ Awards recognize and reward the best airports in the world according to ACI’s surveys, which are based on live research gathered from travelers at the airport. The surveys are conducted at nearly 400 airports worldwide. The ASQ program delivers an in-depth assessment of the quality of the customer service experience, including airport cleanliness, wayfinding and the courtesy and helpfulness of airport staff.

“It is a great honor for Detroit Metropolitan Airport to be named one of the best airports in the world for the second time in three years,” said Wayne County Airport Authority CEO Chad Newton. “To earn the ASQ Award during a global pandemic—a time that has proven challenging for everyone—is an even bigger accomplishment. Our airport team will continue to maintain a safe environment while we work to restore confidence in air travel.”

According to the survey results, DTW showed growth in several key performance areas over the last year. The most significant improvements noticed by DTW customers in 2020 include the cleanliness of restrooms and terminals, wait times, passport inspection, and the feeling of being safe and secure. Additionally, the surveyed travelers noted the efficiency and courtesy of airport staff.

Detroit Metropolitan Airport has always been committed to delivering an excellent customer experience with an emphasis on safety. This goal took on a new meaning as a result of the COVID-19 pandemic. In response, the Airport Authority implemented measures to protect customers, visitors, and staff from the virus ranging from installing acrylic barriers, face covering dispensers and hand sanitizing stations to displaying signage promoting healthy habits. The janitorial staff increased the frequency of cleaning in high touch point areas as well.

“I congratulate Detroit Metropolitan Wayne County Airport on their success in the Airport Service Quality Awards which represent the highest possible recognition for airport operators around the world and recognize excellence in customer experience,” said Airports Council International Director General Luis Felipe de Oliveira. “Customers have spoken and recognized the successful efforts of the Detroit Metropolitan Wayne County Airport team in providing a superior customer experience under very trying circumstances during the pandemic.”

Detroit Metropolitan Airport has been a proud participant of the Airport Service Quality benchmarking process since 2006. Prior to 2020, DTW received other ACI honors, such as being named one of the best airports by size and category (25-40 million passengers) in North America for customer service in 2018.

Airports Council International (ACI) is the trade association of the world’s airports. It was founded in 1981 with the objective of fostering cooperation among its member airports and partners in world aviation. ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient, and environmentally sustainable. A full list of the 2020 ASQ Award recipients can be found at https://aci.aero/customer-experience-asq/asq-awards-and-recognition/asq-awards/current-winner-2020/.

Detroit Metropolitan Wayne County Airport (DTW) welcomed more than 36 million passengers in 2019 and is one of the world’s leading air transportation hubs. With service from 13 scheduled passenger airlines, Michigan’s largest airport offers approximately 1,100 flights per day to and from more than 140 nonstop destinations on four continents. With two award-winning passenger terminals, six jet runways, and an onsite AAA Four-Diamond Westin Hotel, DTW is among the world’s most efficient, customer friendly and operationally capable airports in North America. Detroit Metropolitan Wayne County Airport received the highest score among mega airports in the J.D. Power 2019 North America Airport Satisfaction Study of customers’ satisfaction with the airport they traveled through and scored the highest in the security check and terminal facilities factors. Visit jdpower.com/awards for details. DTW is operated by the Wayne County Airport Authority, which also operates nearby Willow Run Airport – an important corporate, cargo and general aviation facility.  The Airport Authority is entirely self-sustaining and does not receive tax dollars to support airport operations. Visit www.metroairport.com for more information.

Erica Donerson
Vice President, Communications and External Affairs
Wayne County Airport Authority
 
Media Relations Manager
Wayne County Airport Authority