Clark International Airport Earns Prestigious Global Arrivals Award at 2025 ASQ Ceremony
Clark International Airport (CRK) has achieved a remarkable distinction by being named one of the six best airports worldwide for arrivals at the 2025 Airport Service Quality (ASQ) Customer Experience Awards. This prestigious accolade, organized by Airports Council International (ACI) World, recognizes CRK's outstanding performance in delivering exceptional passenger experiences upon arrival.
A Testament to Teamwork and Filipino Hospitality
Noel Manankil, President and CEO of Luzon International Premiere Airport Development Corp (LIPAD), which manages and operates CRK, expressed pride in this achievement. He emphasized that the award reflects the dedicated efforts of the airport's team and partners in ensuring every traveler is greeted with efficiency, comfort, and authentic Filipino warmth. Manankil highlighted the airport's mission to provide visitors with a positive first impression of the country, a commitment that remains steadfast as global air traffic continues to expand.
Global Benchmarking Through Real-Time Passenger Feedback
The ASQ program stands as the sole global benchmarking initiative that measures passenger satisfaction in real time while travelers are physically present at airports. In 2025, nearly 707,000 passengers from around the world participated in surveys conducted across all operating hours, days, and months. These surveys utilized scientifically designed sampling methods to capture accurate and comprehensive data on airport experiences.
Key Drivers of Passenger Satisfaction in 2025
The 2025 ASQ results reveal that passengers increasingly prioritize clean, welcoming airport environments and smooth, human-centered interactions. Notably, improvements in Border and Passport Control emerged as a significant factor, underscoring the crucial role of frontline staff in alleviating stress and uncertainty during critical moments of the travel journey.
Sustained Growth and Rising Satisfaction Levels
ACI World announced these Customer Experience Awards against a backdrop of sustained global air traffic growth. Projections indicate that global passenger volumes will reach 9.8 billion in 2025 and climb further to 10.2 billion in 2026, intensifying pressure on airports worldwide to maintain efficient, high-quality services on a large scale. Despite this growth, global passenger satisfaction actually increased in 2025, with Border and Passport Control recording the most substantial gains. Airport ambience and cleanliness were identified as the strongest drivers of overall passenger contentment.
Leadership Insights on Industry Achievements
Justin Erbacci, Director General of ACI World, commended airports for demonstrating that passenger satisfaction can rise even amid growing operational pressures. He attributed this success to the collective efforts of airport teams and stakeholders globally. As the ASQ program celebrates its 20th anniversary, Erbacci acknowledged two decades of trusted insights and recognition that have empowered airports to create more memorable and enjoyable journeys. He extended congratulations to all award winners for their unwavering dedication to enhancing the passenger experience.
Upcoming Awards Ceremony and Industry Summit
The 2025 ASQ Customer Experience Awards Ceremony is scheduled to take place during the ACI World Airport Experience Summit in Istanbul, Türkiye, from August 31 to September 4, 2026. This annual summit will convene over 800 airport executives, customer experience experts, and industry professionals to discuss strategies that will shape the future of airport operations worldwide.
Comprehensive Recognition of Excellence
Approximately 100 airports globally will be honored for excellence in passenger experience, with a total of 195 awards distributed across various categories and regions. The award categories encompass:
- Best Airports at Departures
- Best Airports: Most Dedicated Staff
- Best Airports: Easiest Airport Journey
- Best Airports: Most Enjoyable Airport
- Best Airports: Cleanest Airport
- Best Airports at Arrivals
Additionally, eight airports will receive the ACI World Director General's Roll of Excellence award, further highlighting exceptional achievements in the aviation industry.
