Billy Bishop Airport Ranked Top Airport in North America by Airports Council International (ACI)

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Toronto (March 6, 2017) – Earlier today Billy Bishop Toronto City Airport was named Best Airport in North America (over two million passenger category) by Airports Council International’s (ACI) 2016 Airport Service Quality Awards. Billy Bishop Airport was also named Best Airport in North America (2-5 million passenger category) and tied for second place for Best Airport in the World (2-5 million passenger category).
The 2016 ACI Awards are based on the passenger-driven results of ACI’s Airport Service Quality Survey, which saw more than 600,000 in-depth passenger surveys conducted at more than 300 airports across 85 countries worldwide. The survey methodology is predicated on at least 1,200 surveys being conducted at each airport by ACI over the course of a year. The survey gathers information relating to passenger satisfaction across a number of key performance indicators for airport service including airport access, check-in, security screening, courtesy of staff and comfort of waiting areas. Billy Bishop Airport participated in the Airport Service Quality Survey – considered to be the world’s benchmark measure of airport excellence – for the first time in 2015 when it received a third place ranking as one of the top North American airports.
“We see ever-greater competition among airports and with it increasing pressure to optimize performance across the operation, especially when it comes to the passenger experience,” said Angela Gittens, Director General, ACI World. “Today’s airport managers must meet and exceed passengers’ expectations and Billy Bishop Airport’s results in the 2016 ASQ Survey demonstrate that the airport has done just that. We applaud the professionalism and commitment it takes to deliver that high level of customer service.”
“It is an incredible honour to be ranked Best Airport in North America as well as one of the top airports in the world in ACI’s Airport Service Quality Awards,” said Geoffrey Wilson, CEO of PortsToronto, owner and operator of Billy Bishop Toronto City Airport. “The basis for these awards is thousands of passenger surveys that rank airports on a long list of services, amenities and experiences. To rank best in North America and among the best in the world is an extraordinary honour that really speaks to the exceptional performance of our employees and to the truly unique passenger experience at Billy Bishop Airport. From our excellent customer service, to the award-winning airlines, to amenities such as the pedestrian tunnel, shuttle service, full-service lounges, proximity to downtown and shorter lines, this airport is recognized as a world-class facility and an asset to the City of Toronto that drives business, creates jobs, facilitates tourism and serves as an important gateway.”
This is the latest in a series of awards won by Billy Bishop Airport recently, including being named one of the top airports in North America by the Skytrax 2016 World Airport Awards and being ranked fourth Best International Airport by Condé Nast Traveler. The airport was also named as one of the Top Ten Most Beautiful Airport Approaches in the world by Private Fly in 2016.
For more information on Airport Council International and the Airport Service Quality Awards read the news release or visit the ACI website. The ASQ Awards Ceremony will be held at the 27th ACI Africa/World Annual General Assembly, Conference and Exhibition in Port Louis, Mauritius in October 2017. The ASQ Awards Ceremony will be held at the 27th ACI Africa/World Annual General Assembly, Conference and Exhibition in Port Louis, Mauritius in October 2017.
About the Airport Service Quality Awards
The ACI Airport Service Quality (ASQ) programme is unique as the airport industry’s only global benchmarking programme measuring passenger satisfaction in real time while passengers are at the airport. Implemented at over 300 airports worldwide, the ASQ programme delivers an in-depth assessment of the quality of the customer service experience, including elements such as check-in; security; wayfinding; food and beverage; and more. The resulting database allows for a comprehensive analysis of the customer service experience at each participating airport.
About Billy Bishop Toronto City Airport (
Billy Bishop Airport is Canada's ninth-busiest airport and welcomed 2.7 million business and leisure travellers in 2016. The airport is also Canada’s sixth-busiest airport with passenger service into the United States. Offering service to more than 20 cities in Canada and the U.S., with connection opportunities to more than 80 international destinations via our airlines’ networks, Billy Bishop Airport is an important international gateway and a key driver to Toronto’s economy, accounting for more than $2.1 billion in economic output each year and supporting 6,500 jobs, including 1,960 directly associated with the airport operations.
About PortsToronto (
For more than 100 years PortsToronto has worked with its partners at the federal, provincial and municipal levels to enhance the economic growth of the City of Toronto and the Greater Toronto Area. PortsToronto owns and operates Billy Bishop Toronto City Airport, which welcomed more than 2.7 million passengers in 2016; the Outer Harbour Marina, one of Canada's largest freshwater marinas; and, Terminals 51 and 52, which provide transportation, distribution, storage and container services to businesses at the Port of Toronto. PortsToronto is committed to fostering strong, healthy and sustainable communities and has invested more than $9 million since 2009 in charitable initiatives and environmental programs that benefit communities along Toronto's waterfront and beyond. PortsToronto operates in accordance with the Canada Marine Act and is guided by a nine-member board with representation from all three levels of government.
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