CPH: Satisfied passengers trigger recognized award as best airport

For the first time ever, Copenhagen Airport (CPH) is the winner of the internationally acclaimed Airport Quality Service Award presented by ACI, the international association of airport operators. The winner of the ‘Best Airport’ award is selected on the basis of passengers’ high satisfaction rating of their overall experience at Copenhagen Airport. 

“Credit for this award goes to our employees and partners at the airport for the fantastic job they all do every day to give our travellers passing through the airport a fantastic experience. We’re delighted that passengers have given such a clear and positive response to that effort,” says Copenhagen Airport CEO Thomas Woldbye.


CPH’s passenger ratings have increased significantly during the past year in particular. The reason is attributed to a number of improvements at the airport, as the outdoor landside area, the arrivals terminals, security and the airside passenger areas have all been upgraded, improved and expanded. In addition, CPH has increased the selection of shops and restaurants and made it easier and faster to move through the airport, including through security.


ACI, the Airport Council International, surveys passengers every year to measure the overall customer experience across 34 indicators at a broad selection of airports around the world. Copenhagen Airport is at the top of the category ‘Best European Airport 25–40 million passengers’.


CPH also conducts its own passenger satisfaction surveys on an ongoing basis, and in 2019, the survey results reached an all-time high. The passenger satisfaction rate grew during the year from 81 per cent to a record 86 per cent of passengers saying they were satisfied or very satisfied with the service, the facilities and their passage through the airport.


“When you consider what other good airports we are up against, the recognition from ACI is just even more significant. We must constantly be on our toes to meet the expectations of our guests. To do that we continually invest to improve the passenger experience, and we use data and algorithms to analyse how to create the best possible passengers flows through the airport,” says Woldbye.