ACI World conducts passenger survey at Heydar Aliyev International Airport

Heydar Aliyev International Airport has joined the Airport Service Quality (ASQ) program implemented by the Airports Council International (ACI World). As part of this program, systematic passenger surveys are being conducted in Terminals 1 and 2 to assess service quality and overall passenger satisfaction.

ASQ is one of the most advanced global programs for measuring passenger satisfaction and benchmarking service quality in airports worldwide. To date, the program covers over 400 airports in more than 110 countries.

Currently, surveys are being conducted at Heydar Aliyev International Airport under the ASQ Departure Program. These surveys are carried out immediately before boarding, during the final stage of the passengers’ interaction with the airport, which ensures maximum relevance and accuracy of the collected data.

By the second half of 2026, the airport also plans to implement the ASQ Arrival Program. This phase will evaluate the experience of passengers arriving, including their first impressions and observations related to service quality.

The surveys cover the following key areas:

· Convenience of check-in and security processes

· Cleanliness and sanitary conditions

· Functionality and overall comfort of terminal infrastructure

· Wi-Fi and other digital services

· Retail and food & beverage facilities

· Overall impression and passenger satisfaction

“Our goal in participating in the ASQ program is to raise service standards, respond proactively to evolving passenger expectations, and build a customer-oriented development strategy,” said Teymur Hasanov, Director of Heydar Aliyev International Airport.

The surveys are conducted by certified specialists trained by the ACI ASQ Training Centre. Responses are collected anonymously, and full confidentiality and data security are ensured at all stages.

The results collected will form the basis for:

· Comparative analysis of current service quality at global and regional levels

· Identifying areas requiring improvement and exchanging best practices with other program participants

· Advancing digital transformation,

· Enhancing passenger-centric services, and

· Supporting the adoption of well-grounded strategic decisions

Heydar Aliyev International Airport has been recognized for several years as one of the leading airports in the region. Participation in the ASQ program marks another significant step toward further enhancing the passenger experience and aligning services with international quality standards.