airport awards 2021

World Airport Awards Methodology

2021 Survey and Awards Methodology

The World Airport Awards 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 2020 until July 2021

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 500 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. The survey also contained a specific COVID-19 section.

  • Some of Customer Survey topics covered
    • Getting to and from the Airport, Ease of Access

      Public transport options, efficiency and prices

      Taxi availability and 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

      Immigration - staff attitude

      Waiting times at Security screening

      Courtesy and Attitude of Security staff

      Check-In facilities, queuing systems and seating

      Wayfinding and Terminal signage

      Clarity of Boarding Calls and 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 and Shower facilities in terminal

      Cleanliness of Washroom facilities

      TV and Entertainment facilities

      Quiet areas, Day rooms, Hotel facility, rest areas

      Children's play area and facilities provided

      Choice of Shopping - tax free and other outlets

      Prices charged in retail outlets

      Choice of bars, cafes and restaurants

      Prices charged in bars, cafes and restaurants

      WiFi service

      Power charging facilities

      Telephone and fax locations

      Bureau de change facilities

      ATM facilities

      Smoking policy / Smoking lounges

      Standards of disabled user access and facilities

      Baggage Delivery times

      Priority Baggage Delivery efficiency

      Lost luggage services

      Perception of security and safety standards


      COVID-19 Survey additions

      COVID-19 information signage

      Face mask usage enforced

      Visibility and availability of hand sanitiser

      Social distancing markings / signage

      Enforcement of social distancing

      Seating / F&B social distancing

      Hygiene procedures at security

      Social distancing at security / immigration

      Terminal cleanliness

      Washroom cleanliness

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