The Indianapolis International Airport (IND) has been awarded the Airports Council International’s 2020 Airport Service Quality Award for Best Airport in North America, recognizing it as a proud example among the very best airports in the world. This is the ninth straight year the Indy airport has claimed the honor in its class, and the tenth year overall. And the National College Athletic Association and the Indianapolis local organizing committee recognized the airport’s terminal services employees as Final Four Frontline Heroes for their diligence and dedication to the traveling public during this global health crisis.
The Indy airport took the top spot in its category of airports that accommodate 5 million to 15 million passengers annually. The ACI recognized the airport for “providing a superior customer experience under trying circumstances.”
Despite the lockdown’s impact on the travel industry, the Indianapolis Airport Authority continued to participate throughout the year in the ACI’s ASQ program to collect traveler feedback, and used that input to adjust and expand its efforts to deliver a safe and exceptional travel experience during 2020.
“Earning this award ten years overall, is a tremendous achievement,” says IAA Executive Director Mario Rodriguez (pictured right). “But earning it this year, given all that the public, our staff and the industry have faced in the past 12 months, gives it more meaning than ever before. Our frontline staff deserve immense recognition for all they’ve done day in and day out to deliver exceptional customer service.”
The ASQ Awards are determined based on passenger feedback independently collected by the ACI program on the day that passengers travel. Each airport is rated based on 34 key performance indicators, such as access, check-in, security, stores and restaurants and cleanliness of restrooms and overall facilities. The ASQ awards recognize the achievements of airports of different sizes and different regions of the world.
“Congratulations to the Indianapolis International Airport on their well-deserved ASQ award which reflects their commitment to improve the passenger experience,” says ACI World Director General Luis Felipe de Oliveira (pictured left). “This year’s awards celebrate airports that are prioritizing the travel experience for passengers at a time when the voice of the passenger has never been more important.”
Earlier this year, ACI also awarded the Indy airport with the Voice of the Customer honor for its diligence and commitment to responding to customer feedback during the global pandemic in 2020. The industry association also recognized the Indianapolis airport with an Airport Health Accreditation designation in late 2020 for its intensive efforts to apply COVID-19 preventive measures.
“Last year was a critical time to be clear on what travelers needed to feel comfortable and safe while traveling during this unprecedented time,” said Rodriguez. “Today’s award emphasized our commitment to listening to our travelers, acting on their feedback, and delivering world-class customer service now and as we journey through the recovery in the future.”
For more info about the ACI ASQ awards, click here.
Final Four Honors Indy Airport Employees as Frontline Heroes
The terminal services team at the Indianapolis International Airport has been working diligently throughout the pandemic to ensure the health and safety of travelers. “Our terminal services team is keeping our airport clean, assisting guests, personifying the renowned Hoosier Hospitality brand, and providing world-class customer service that continues to earn us the title of Best Airport in North America year after year—even during a global pandemic,” says Rodriguez.
The Indianapolis International Airport is renowned for its cleanliness and beautiful aesthetic, even though the terminal is more than a decade old. As teams and families arrive soon to participate in the beloved March Madness of the NCAA Final Four tournament, they will experience a clean, healthy airport like few others in its class.
“It’s our terminal services employees who make our airport a literal shining example—they realize the Indy airport is a crucial gateway to our state and an incredible public asset of the Central Indiana community,” says Keith Berlen (pictured left), IAA senior director of operations and public safety.
The Final Four Frontline Heroes honor recognizes the vast range of essential workers who have served the community on the frontlines during the pandemic. “Indiana Sports Corp is thrilled to award the terminal services team at the Indianapolis International Airport with the Frontline Heroes Award,” says Ryan Vaughn (pictured right), Indiana Sports Corp president. “The Frontline Heroes Award was created to honor those in the community who are going above and beyond the call of duty during the pandemic. The team at the airport set the standard.”
In addition to earning recognition as Frontline Heroes, the terminal services team was also instrumental in the airport achieving the Airports Council International’s Global Airport Health Accreditation, an industry-leading designation as a healthy airport in response to the pandemic. “The pandemic has certainly elevated cleaning and sanitizing throughout the airport campus, and required our frontline employees to wear protective gear, but they have maintained their Hoosier Hospitality spirit and customer service attitude to the same award-winning level they have always shown,” adds Rodriguez. “That’s the trademark attitude of who our employees are!”
The Indy airport adapted quickly to the pandemic—prioritizing health and safety as number one in providing a top customer experience. To learn more about the airport’s ongoing response to COVID-19 and travel tips for the current environment, visit IND.com/COVID19.
The Indianapolis Airport Authority owns and operates Indiana’s largest airport system in the Indianapolis metropolitan area. In addition to the Indianapolis International Airport, its facilities include the Downtown Heliport, Eagle Creek Airpark, Hendricks County Airport-Gordon Graham Field, Indianapolis Regional Airport and Metropolitan Airport. IND generates a $5.4 billion total annual economic impact for Central Indiana—without relying on state or local taxes to fund operations. More than 10,000 people work at the airport each day, and 22,600 area jobs have a connection to the airport. In 2019, IND served more than 9.5 million business and leisure travelers each year. IND is consistently ranked, year after year, as the best airport in North America and the nation, based on ease of use, passenger amenities, customer service, local retail offerings and public art. The airport is home of the world’s second largest FedEx operation and the nation’s eighth-largest cargo facility. IND is committed to becoming the airport system of choice for both passenger and cargo service. For more info, visit IND’s Facebook page at Indianapolis International Airport.