Philadelphia International Airport (PHL) is one of just 140 airports worldwide — and one of only 23 in North America — to earn Airports Council International’s (ACI) “The Voice of the Customer” recognition for 2020. ACI honored airports for their commitment to understanding guests’ needs during the COVID-19 pandemic by collecting at least three quarters of Airport Service Quality (ASQ) Departures survey data. 

“We thank ACI for recognizing our efforts to listen to our passengers. The feedback we collect from our guests helps us understand our strengths, determine which infrastructure projects we should prioritize and the amenities we can introduce to make the PHL experience more pleasant for travelers,” said PHL CEO Chellie Cameron. “The ASQ surveys have been especially important during the COVID-19 pandemic as we have worked hard to introduce health and safety measures to make those that are traveling during this stressful time more comfortable.” 

ASQ examines traveler satisfaction over 34 key performance indicators. ASQ data collected at PHL is used by departments throughout the City of Philadelphia’s Division of Aviation, including Guest Experience, Marketing and Operations, to learn how passengers travel through the airport and which amenities they interact with; possible staffing issues during peak travel times; and how PHL rates among peer airports.    

“The feedback drives our organizational strategies,” said Leah Douglas, PHL Director of Guest Experience. “Throughout the COVID-19 pandemic, we have encountered many guests that are not frequent flyers. The feedback they have provided through the surveys has resulted in improving directional signage, enhancing our online maps to call out free health amenities, installing more hand sanitizing stations and promoting services such as contactless food ordering options.”