Europe's airports have just received passenger approval, with 707,000 real-time flyers voting in the latest survey, showing that satisfaction is rising even as airports handle record-breaking crowds.
Rome Fiumicino Airport, Italy | Image credit: Rome Airports/Facebook
The Survey That Captures Real-Time Passenger Experience
The 2025 Airport Service Quality (ASQ) Customer Experience Awards, released by Airports Council International World (ACI World) on February 24, 2026, have identified Europe's strongest performers for customer service. What makes this survey particularly valuable is that it's based not on panel judges or industry insiders, but on real-time feedback from travellers themselves.
Passengers were randomly selected at departure and arrival gates and questioned across all operating hours, with the methodology designed to capture impressions while the journey is still unfolding. All participant airports had to meet strict quarterly sampling thresholds to qualify.
Europe's Best Airports for Customer Service in 2025
Best Airports at Departures (40+ million passengers annually)
- Adolfo Suárez Madrid-Barajas Airport (Madrid Barajas, Spain)
- Rome Fiumicino Airport (Rome Fiumicino, Italy)
Airports Serving 25 to 40 Million Passengers Annually
- Copenhagen Airport (Copenhagen, Denmark)
- Vienna Airport (Vienna, Austria)
- Zurich Airport (Zurich, Switzerland)
Airports Serving 15 to 25 Million Passengers
- Gran Canaria Airport (Gran Canaria, Spain)
- Helsinki Airport (Helsinki, Finland)
- Prague Airport (Prague, Czech Republic)
Most Enjoyable Airports in Europe
Seven European airports were singled out under this category:
- Izmir Adnan Menderes Airport (Izmir, Turkey)
- Josep Tarradellas Barcelona-El Prat Airport (Barcelona, Spain)
- Milan Linate Airport (Milan, Italy)
- Reus Airport (Reus, Spain)
- Rome Fiumicino Airport (Rome Fiumicino, Italy)
- Skopje International Airport (Skopje, North Macedonia)
- Tbilisi Shota Rustaveli International Airport (Tbilisi, Georgia)
ACI World Director General's Roll of Excellence
Three European airports were inducted into this distinction, reserved for airports that have consistently delivered high customer satisfaction over 5 years:
- Ankara Esenboğa Airport (Ankara, Turkey)
- Izmir Adnan Menderes Airport (Izmir, Turkey)
- Newcastle International Airport (Newcastle, United Kingdom)
Rising Satisfaction Despite Growing Pressure
"Airports are demonstrating that passenger satisfaction can continue to rise despite growing pressure," said ACI World Director General Justin Erbacci in the announcement. "These awards reflect the collective efforts of airport teams and stakeholders worldwide."
The 2025 results show that passenger satisfaction has continued to climb even as airports handle record volumes. Global traffic was projected to reach 9.8 billion travellers in 2025, and is expected to rise further to a whopping 10.2 billion in 2026.
Note: The information in this article is accurate as of the date of publication.
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