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Victoria International Airport (YYJ) Recognized with Prestigious Customer Service Awards

Mar 1, 2021

Victoria International Airport’s (YYJ) commitment to providing excellent customer service has earned it two prestigious Airports Council International (ACI) Awards for Airport Service Quality (ASQ) in 2020.  Victoria International Airport has earned the 2020 ASQ Award for Best Airport by Size and Region (under 2 million passengers per year in North America) and Best Hygiene Measures by Region (North America).

“The ACI Airport Service Quality Awards represent the highest possible distinction in the industry and we are honoured to be recognized.  The new hygiene measures award is particularly special for our team as it directly reflects the extraordinary efforts that went into the implementation of our TravelSafe YYJ program.  At YYJ, the continued health and safety of passengers, partners and employees is our top priority and to be recognized by our customers for the level of hygiene measures in place, the clarity of those measures and the confidence they have while in our care is especially meaningful at this time,” said Victoria Airport Authority (VAA) President and CEO, Geoff Dickson. 

This is YYJ’s third time being recognized by ACI after earning honours in 2012 and 2014.  Since its creation in 2006, the ASQ Awards have become the world’s leading airport passenger satisfaction benchmark with close to 400 airports participating across 95 countries.  Its scientific methodology, strict quality control procedures and commitment to impartiality have established the ASQ suite of surveys as the global standard for measuring customer satisfaction.  The ASQ Awards recognize and reward the best airports in the world based on the passenger satisfaction surveys.  This year’s revamped awards also recognize how airports have responded to the COVID-19 pandemic.

“The ASQ customer satisfaction benchmarking program measures 33 aspects of customer service including airport ambience, efficiency and courtesy of staff, security screening processes, overall cleanliness, and food and beverage and retail outlets.  New safety and hygiene performance was based on effectiveness of measures, clarity of signage, availability of staff to apply safety and hygiene measures and, the level of confidence to travel based on those measures.  Without the efforts of our airport community – screening officers, security team, airline partners, restaurant and retail staff, car rental companies, cleaners, volunteers and so many others, these awards would not have been possible”, said Dickson.

Victoria International Airport will be officially recognized for this significant achievement by ACI at a later date to be determined. 

About Victoria Airport Authority
Victoria Airport Authority is a not-for-profit authority that has managed the safe and secure operations of the Victoria International Airport on behalf of the surrounding communities since April 1, 1997.

Media Contact ­ Victoria Airport Authority
Rod Hunchak - Director, Business Development and Community Relations
Phone: (250) 953-7514

To learn more about the ACI ASQ Programme

Customer Experience / ASQ - ACI World