At the gala evening of the 27th ACI Africa/World Annual General Assembly, Conference and Exhibition in Mauritius, Munich Airport's CEO Dr. Michael Kerkloh was presented with the "Director General’s Roll of Excellence in Airport Service Quality 2017". Along with Munich, the special honor at the 2017 ACI Airport Service Quality Awards was granted to four other airports: Detroit Metropolitan Airport (USA), Jomo Kenyatta International Airport (Kenya), Salt Lake City International Airport (USA) and Tianjin Binhai International Airport (China).
The Director General’s Roll of Excellence in Airport Service Quality is awarded to airports that achieve top-five ratings in the ACI Airport Service Quality surveys in five of the previous six years in their respective categories (region/passenger traffic). The Airport Service Quality Overall Index (ASQ) is the acknowledged global benchmark for the product and service quality of airports. The benchmark is not calculated by the airports themselves, but rather by Airports Council International (ACI), the leading international umbrella organization of airport operators. The ACI conducts customer satisfaction surveys of passengers at around 300 airports in 80 different countries throughout the year. At the end of the year a final figure is calculated for each participating airport: the ASQ Overall Index. Passenger feedback is a decisive factor for the continuous improvement of service quality at Munich Airport. The Airport Service Quality (ASQ) benchmark program of the Airports Council International (ACI) provides the airport with regular input on customer satisfaction with regard to the quality of services along the travel chain.