Dallas Fort Worth International Airport (DFW) has clinched the title of the best large airport in North America for customer service for the second year running, according to the Airports Council International (ACI) World.
The prestigious Airport Service Quality (ASQ) Award, based on third-party customer survey responses, underscores DFW's unwavering commitment to delivering exceptional experiences to travelers.
Ken Buchanan, DFW’s Executive Vice President for Revenue Management and Customer Experience, emphasized the airport's dedication to safety, efficiency, and Texas hospitality. He stated, “Earning this vote of confidence from our customers for the second year in a row is a testament to our investments in technology, facilities and the work of our employees to create exceptional experiences for our customers.”
The ASQ program evaluates over 30 performance indicators covering various aspects of the passenger journey, including navigation ease, cleanliness, check-in processes, and dining options. To be eligible for consideration, airports must participate in the ASQ survey throughout the award year.
DFW has now secured the customer service distinction six times, with back-to-back wins in 2022 and 2023, along with victories in 2011, 2016, 2018, and 2019. Additionally, DFW is part of the ACI World Director General’s Roll of Excellence, recognizing consistent excellence in customer service over a five-year period.
The ASQ program, launched in 2006, now includes over 400 participating airports globally. DFW was recognized as the best airport serving over 40 million passengers annually in North America.
DFW's customer-centric services include the Airport Customer Experience Service (ACES) team, comprising 45 members stationed throughout the terminals 24/7 to assist passengers. Additionally, 300 Ambassador volunteers aid travelers in navigating the airport, finding amenities, and understanding transportation options. On average, ACES interacts with up to 6,000 customers daily, ensuring a seamless journey for all travelers passing through DFW Airport.
