The best airports for customer experience in Europe

Assuming you’re not someone who wants to test the airport theory, flying internationally inevitably involves a lot of time spent waiting around by your gate or in the lounge.

The experience sets the tone for the rest of your trip (how else can you explain the amount of people at the bar before 9am?), and we all have favourite airports as well as those we’d rather avoid at all costs.

Now, Airports Council International (ACI World) has revealed the best airports for customer service around the globe for 2025.

Based on surveys from more than 700,000 passengers, 100 airports worldwide were recognised by the 2025 Airport Service Quality (ASQ) Customer Experience Awards in categories including most dedicated staff, easiest airport journey, most enjoyable airport and cleanest airport. Airports were also awarded for the experience at departures and at arrivals.

“Airports are demonstrating that passenger satisfaction can continue to rise despite growing pressure,” ACI World Director General Justin Erbacci said.

“These awards reflect the collective efforts of airport teams and stakeholders worldwide. As we celebrate the ASQ programme’s 20th anniversary, we recognise two decades of trusted insights and recognition that have helped airports create better and more memorable journeys.”

The best airports for customer service in Europe in 2025

In the best airports at departures category, winners were split by the amount of annual passengers they serve.

In the over 40 million sub-category, two airports in Europe were named: Adolfo Suárez Madrid-Barajas Airport and Rome Fiumicino Airport. The former is Europe’s fifth busiest airport, while the latter is the eighth busiest.

Three airports were recognised in the 25 to 40 million sub-category: Copenhagen Airport, Vienna Airport and Zurich Airport.

And in the 15 to 25 million passengers category, Gran Canaria Airport, Helsinki Airport and Prague Airport were all praised.

No European airports were named among the best airports at arrivals.

Seven airports were identified as offering the easiest airport journey: Izmir Adnan Menderes Airport in Turkey, Josep Tarradellas Barcelona-El Prat Airport, Milan Linate Airport, Reus Airport in Spain, Rome Fiumicino Airport, Skopje International Airport in North Macedonia, and Shota Rustaveli Tbilisi International Airport in Georgia.

The awards also include the ACI World Director General’s Roll of Excellence which recognises airports that have “consistently delivered excellence in customer service over five years”.

Inductees to the roll of excellence this year include Ankara Esenboğa Airport, Izmir Adnan Menderes Airport and Newcastle International Airport.

How the ASQ Customer Experience Awards are decided

Run by ACI World, the trade association for airports, the ASQ Customer Experience Awards are based on surveys taken at the airport.

Passengers are randomly selected at departure and arrival gates to be asked about their experiences, with questions looking at everything from check-in and security to shopping and dining.

All surveys are conducted by ASQ-certified field agents, and airports must meet the minimum quarterly sample requirements to be included in the awards.

Read the full article here