Indianapolis Airport continues to

Dear All,

I always enjoy sharing some of the great news that comes our way, and our Indianapolis Airport continues to bring us honors. This past year had to be really challenging for them, but they came through once again in achieving this award. We certainly are lucky to have such a terrific airport in our area. You may read more about this award below.


Janice McHenry


Nine Years Straight: Indy Airport Named ‘Best Airport’

IND is shining example of ‘superior customer experience’

INDIANAPOLIS (March 1, 2021) – The Indianapolis International Airport (IND) has been awarded the Airports Council International’s 2020 Airport Service Quality Award for Best Airport in North America, recognizing it as a proud example among the very best airports in the world. This is the ninth straight year the Indy airport has claimed the honor in its class, and the tenth year overall.

The Indy airport took the top spot in its category of airports that accommodate 5 million to 15 million passengers annually. The ACI recognized the airport for “providing a superior customer experience under trying circumstances.”

Despite the pandemic’s impact on the travel industry, the Indianapolis Airport Authority continued to participate throughout the year in the ACI’s ASQ program to collect traveler feedback, and used that input to adjust and expand its efforts to deliver a safe and exceptional travel experience during 2020.

“Earning this award ten years overall, is a tremendous achievement,” said IAA Executive Director Mario Rodriguez. “But earning it this year, given all that the public, our staff and the industry have faced in the past 12 months, gives it more meaning than ever before. Our frontline staff deserve immense recognition for all they’ve done day in and day out to deliver exceptional customer service.”

The ASQ Awards are determined based on passenger feedback independently collected by the ACI program on the day that passengers travel. Each airport is rated based on 34 key performance indicators, such as access, check-in, security, stores and restaurants and cleanliness of restrooms and overall facilities. The ASQ awards recognize the achievements of airports of different sizes and different regions of the world.

“Congratulations to the Indianapolis International Airport on their well-deserved ASQ award which reflects their commitment to improve the passenger experience,” said ACI World Director General Luis Felipe de Oliveira. “This year’s awards celebrate airports that are prioritizing the travel experience for passengers at a time when the voice of the passenger has never been more important.”

Earlier this year, ACI also awarded the Indy airport with the Voice of the Customer honor for its diligence and commitment to responding to customer feedback during the global pandemic in 2020. The industry association also recognized the Indianapolis airport with an Airport Health Accreditation designation in late 2020 for its intensive efforts to apply COVID-19 preventive measures.

“Last year was a critical time to be clear on what travelers needed to feel comfortable and safe while traveling during this unprecedented time,” said Rodriguez. “Today’s award emphasized our commitment to listening to our travelers, acting on their feedback, and delivering world-class customer service now and as we journey through the recovery in the future.”

For more information about the ACI ASQ awards, click here.


About the Indianapolis Airport Authority
The Indianapolis Airport Authority owns and operates Indiana’s largest airport system in the Indianapolis metropolitan area. In addition to the Indianapolis International Airport (IND), its facilities include the Downtown Heliport, Eagle Creek Airpark, Hendricks County Airport-Gordon Graham Field, Indianapolis Regional Airport and Metropolitan Airport. IND generates a $5.4 billion total annual economic impact for Central Indiana – without relying on state or local taxes to fund operations. More than 10,000 people work at the airport each day, and 22,600 area jobs have a connection to the airport. In 2019, IND served more than 9.5 million business and leisure travelers each year. IND is consistently ranked, year after year, as the best airport in North America and the nation, based on ease of use, passenger amenities, customer service, local retail offerings and public art. The airport is home of the world’s second largest FedEx operation and the nation’s eighth-largest cargo facility. IND is committed to becoming the airport system of choice for both passenger and cargo service. For more information, visit IND’s Facebook page at Indianapolis International Airport and Twitter page at @INDairport.


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