Airports Council International (ACI) today named Minneapolis-St. Paul International (MSP) the Best Airport in North America in its size category in 2017.
Each year, ACI ranks the world’s airports by region and size category based on results of customer surveys. MSP earned the highest score among North American airports serving 25 to 40 million passengers a year in both 2016 and 2017.
“Objective measurement and benchmarking are critical in driving performance in any business, especially in such a competitive and dynamic one as an airport,” said Angela Gittens, director general of ACI World, in announcing the 2017 winners. “These winning airports have dedicated themselves to delivering a stellar customer experience.”
ACI has the only global program to survey passengers at the airport on their day of travel. The program enables airports to benchmark against peer airports as well as against their own past performance.
Through ACI’s Airport Service Quality surveys, some 600,000 travelers in 84 countries were asked to rate the airport in which they were surveyed based on 34 key performance indicators. Survey questions cover everything from airport access to check-in, security screening, restrooms, stores and restaurants.
“This is the second consecutive year Minneapolis-St. Paul International Airport has been named Best Airport in North America in its size category based on traveler feedback, and we couldn’t be more thrilled,” said Brian Ryks, executive director and CEO of the Metropolitan Airports Commission, which owns and operates Minneapolis-St. Paul International. “Our vision is ‘providing your best airport experience,’ and receipt of this coveted award validates our efforts and those of our partners in the MSP Airport community. Employees from a wide swath of the MSP Airport community – the Metropolitan Airports Commission, airlines, airline contractors, concessionaires, federal security and aviation agencies, the Airport Foundation MSP, and many other organizations – made this top ranking possible, and I want to thank them for their continued commitment to service excellence.”
MSP frequently wins awards for its food and retail concessions, management, engineering and construction, customer choice and environmental stewardship. Delta Air Lines’ second largest hub, the airport is served by 15 airlines, with a 16th, JetBlue, beginning service at MSP in May. Airlines at MSP offer service to 160 destinations. In 2017, a record 38 million people flew through MSP. The airport generates an estimated $15.9 billion a year for the Twin Cities’ economy and supports nearly 87,000 area jobs.