DETROIT (March 14, 2019) – Airports Council International (ACI) has selected Detroit Metropolitan Airport (DTW) as one of the best airports by size and category (25-40 million passengers) in North America for customer service. The award is one of the highest honors in the aviation industry.
The annual Airport Service Quality (ASQ) Awards recognize and reward the best airports in the world according to ACI’s surveys. The surveys are conducted with travelers in more than 380 airports across 90 countries and measure key performance indicators including the courtesy and helpfulness of inspection, check-in, security and airport staff. Airports are also ranked by the passenger’s overall satisfaction with parking, wayfinding and the airport’s cleanliness, environment and facilities.
“Winning an Airports Council International award is one of the greatest accomplishments an airport can achieve,” said Wayne County Airport Authority CEO Chad Newton. “It is a true honor for Detroit Metropolitan Airport to be named one of the Best Airports in North America within its size category in the 2018 Airport Service Quality Survey. Our internal departments, along with our airline partners, tenants and federal partners continue to raise the bar regarding customer service. We’ve updated our retail and food & beverage offerings throughout the terminals, opened nine nursing rooms and continue to offer flights that have a wide appeal. We strive to make traveling a positive experience for our customers and are delighted our customers have noticed.”
“I have always believed in the importance of serving the public, and the staff at Detroit Metropolitan Airport has been working hard to do just that,” said Wayne County Executive Warren C. Evans. “It’s good to see them being recognized for the exceptional work they do giving air travelers the best possible experience.”
Since Detroit Metropolitan Airport is committed to customer satisfaction, there are several changes travelers may have noticed. To improve the customer experience, DTW has redeveloped its award-winning concession program, most recently focusing on the North Terminal. The retail portion was updated first, with the final new store opening in the fall of 2017. The redevelopment of the food and beverage program at the North Terminal is currently underway. The terminal will feature popular national brands and local favorites including Atwater Taproom, Anita’s Kitchen, Common Grace, Cantoro Italian Trattoria, Jolly Pumpkin and more.
In 2018, the Airport Authority opened its first nursing rooms—nine in all—at the McNamara Terminal, North Terminal and Berry Administration Building. In addition, more than a dozen water fountains were installed throughout DTW to refill reusable bottles in a convenient and hygienic way, while supporting the Airport Authority’s sustainability initiatives. There is also an effort to improve signage to make navigating the airport a little easier. This summer, color-coded pavement inlays were installed that match overhead signage on Rogell Drive. Planning is now underway to address signs inside the terminals. And as always, Airport Ambassador Volunteers are available to assist customers with wayfinding, lost & found, flight status and more.
Airports Council International (ACI) is the trade association of the world’s airports. It was founded in 1981 with the objective of fostering cooperation among its member airports and partners in world aviation. ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. ACI’s full report can be found here.
Detroit Metropolitan Wayne County Airport (DTW) welcomed more than 35 million passengers in 2018 and is one of the world’s leading air transportation hubs. With service from 14 scheduled passenger airlines, Michigan’s largest airport offers approximately 1,100 flights per day to and from more than 140 non-stop destinations on four continents. With two award-winning passenger terminals, six jet runways, and an onsite AAA Four-Diamond Westin Hotel, DTW is among the world’s most efficient, customer friendly and operationally capable airports in North America. DTW is operated by the Wayne County Airport Authority, which also operates nearby Willow Run Airport – an important corporate, cargo and general aviation facility. The Airport Authority is entirely self-sustaining and does not receive tax dollars to support airport operations. Visit www.metroairport.com for more information.