Montréal, February 2, 2015 – Airports Council International (ACI) on Friday evening celebrated the re-launch of the Airport Service Quality (ASQ) programme, ACI’s customer service benchmarking tool for airports worldwide. ACI Director General Angela Gittens; City of Montréal Member of the Executive Committee responsible for transport Aref Salem; Montréal International President and Chief Executive Officer Dominique Anglade; aviation professionals; and government representatives took part in a cocktail reception in Montréal.
The event also marked the renewal of a contract between ACI and Aviation Strategies International (ASI) for the latter to continue offering the highly successful ACI- ICAO Airport Management Professional Accreditation Programme (AMPAP). AMPAP is an executive development programme for airport staff worldwide. Its six-course curriculum covers all functional areas of the airport business and promotes adherence to the highest professional standards. Since its inception, AMPAP has awarded 425 airport executives the International Airport Professional (IAP) designation and 24 others the AMPAP Associate diploma, which is reserved for staff of eligible stakeholders, namely from the world’s civil aviation authorities, such as ACI, ICAO and ACI World Business Partners.
ASQ will form a major part of ACI’s expanded Airport Excellence (APEX) programme, which seeks to enhance performance in all disciplines of airport operations and management. The APEX programme expansion will create ten permanent jobs by the end of 2015 and economic spinoffs of $1.7 million a year.
To date, ASQ has helped over 300 airports from around the world benchmark and improve their customer service initiatives. This exciting new phase of the programme will see ACI cooperate with a new service provider, TNS Canada, one of the country’s preeminent marketing and social research firms, to offer enhancements such as new online reporting tools to deliver tailored dynamic analyses; improved programme transparency and reliability; and a suite of additional services that will facilitate airports’ journey to customer excellence.
“ACI’s commitment to representing our members’ best interests underscores everything we do, and the new ASQ programme is an excellent example,” said Ms. Gittens. “More than ever, this is a programme designed with member and passenger needs in mind. I’m looking forward to seeing the positive change the initiative continues to make in the passenger experience over the coming months.”
“Montréal already boasts 10 international organizations specializing in aviation and aerospace, and is known as an air transport hub around the world. By working in the best interests of airports throughout the world and promoting professional excellence in airport management and operation, ACI further bolsters the city’s standing. Our administration is working relentlessly to ensure that Montréal has access to a skilled workforce and remains at the forefront of technological advances in this field,” said Mr. Salem.
“I’d also like to thank Montréal International for recognizing the vital role that airports play in helping local economies thrive, and for its significant contribution toward ensuring an unparalleled passenger experience at airports around the world,” Ms. Gittens added.
“We are honoured to have played a part in ACI’s success here in Montréal, and in the APEX programme’s growth worldwide. It reinforces Montréal’s role as the world’s civil aviation capital and is benefitting countless communities around the world through improving airport operations on a global scale,” Ms. Anglade said. “We believe in supporting our community of international organizations, which is part of what makes Montréal such a unique multicultural and outward-looking city,” Ms. Anglade added.
The enhanced ASQ programme has already been rolled out at airports around the world, with more expected to participate in the weeks and months ahead.
Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable.
Created in 1996, Montréal International is the result of a private-public partnership. Its mission is to contribute to the economic development of Greater Montréal and enhance its international status. Its mandates include attracting foreign direct investments, international organizations and international strategic workers as well as promoting the competitive and international environment of Greater Montréal. Montréal International—a non-profit organization—is funded by the private sector, the governments of Canada and Québec, the Communauté métropolitaine de Montréal (Montréal Metropolitan Community) and the City of Montréal.
ASI is an aviation consulting firm that has its roots in Montréal, Canada. It operates globally as a provider of management competency development and strategic advice in air transportation. ASI’s multidisciplinary network of international, seasoned aviation advisers leverages know-how and experience to offer tailored, objective, empowering competency development and strategic advisory services that capitalize on international best practices. The aviation training division of ASI is a full member of the ICAO TRAINAIR Plus Programme. In 2012, ASI was also appointed Administrator of the International Airport Professional Community of Practice (IAP CoP), which was an initiative on the part of AMPAP graduates to provide a premier global platform where IAPs can continue to advance airport management practices to better serve their community.