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World Airport Awards Methodology

2024 Survey and Awards Methodology

2024 sees us celebrating the 25th anniversary of the World Airport Awards which began in 1999, when Skytrax launched its first global, Airport customer satisfaction survey. They are regarded as a quality benchmark for the world airport industry, assessing customer service and facilities.

Survey screening

All entries screened to identify each IP / user information, with duplicate or ineligible entries deleted.

Survey dates

The survey was conducted from August 2023 until March 2024.

Survey costs

The costs of operating the survey are paid entirely by Skytrax.

Respondent nationalities

Over 100 customer nationalities participated in the survey.

Survey languages

Customer surveys were provided in English, Spanish, and Chinese.

Survey hosting

The online survey was hosted at

Airports covered

Over 570 airports are featured in the survey results.

Award logo usage

Award winning airports are able to use the Award logos at no charge.

Survey payment

No payment or reward of any type is made to survey respondents, with all submissions on a voluntary basis.

Awards event

The awards event has no charge for airports to attend.

Membership subscription

No membership subscription, registration or any charge for an airport to be included in the survey.

Member airports

The customer survey is not restricted to member airports. Any airport in the world can be nominated in the survey.

Trade association

The customer survey is not connected to any type of trade association.

Third parties

No third party survey involvement or sponsorship of the Survey process.

Survey topics

The survey evaluates traveller experiences across different airport service and product key performance indicators - from check-in, arrivals, transfers, shopping, security and immigration through to departure at the gate.

  • An extract of some Customer Survey topics is shown below:
    • Standard of Airport website

      Standard of Airport APP

      Getting to and from the Airport / Ease of Access

      Public transport options / efficiency and prices

      Taxi / Rideshare availability / prices

      Availability of luggage trolleys (airside & landside)

      Terminal comfort, ambience and design

      Terminal cleanliness, floors, seating and public areas

      Seating facilities throughout terminals

      Immigration - queuing times / system / efficiency

      Immigration - staff attitude

      Security screening - queuing times / system / efficiency

      Family security screening options

      Courtesy and Attitude of Security staff

      Check-In facilities, queuing systems / seating

      Wayfinding and Terminal signage

      Clarity of Boarding Calls / Airport PA's

      Flight Info Screens - clarity / quality of information

      Friendliness of Airport Staff

      Language skills for Airport Staff

      Ease of Transit through Airport

      Location of Airline Lounges

      Washroom / Shower facilities

      Cleanliness of Washrooms

      Nursery / baby care facilities

      Hygiene standards

      TV and Entertainment facilities

      Quiet areas, Day rooms, Hotel facility, rest areas

      Children's play area and facilities

      Choice of Family friendly options

      Choice of Shopping - tax free and other outlets

      Choice of bars, cafes and restaurants

      Prices in bars, cafes and restaurants

      WiFi service - access / time provision

      Power charging facilities

      WiFi service - speed of service

      Bureau de change facilities

      ATM facilities

      Smoking policy / Smoking lounges

      Standards of PRM access and facilities

      Baggage Delivery times

      Priority Baggage Delivery efficiency

      Lost luggage services

      Perception of security and safety standards

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