Best airports? Passenger survey gives the nod to Indianapolis, Milwaukee and other airports
What's the best way to rank airports? That's a trick question. There are as many ways to measure airports as there are passengers, of course.
Depending on the day I might rank them according to where I can find a good vegetarian meal, where I know I'll always be able to see great art or where the restrooms are always spotless.
You might rank airport by best cocktail bars, nicest lounges or the ability to squeeze in some plane spotting. Categories in the TPG Awards include rankings such as Best Loyalty Program and Best Airline Elite Status.
For its annual Airport Service Quality (ASQ) awards, Airports Council International (ACI) World collects passenger interviews conducted in participating airports around the world. For 2021, the awards are based on customer experience across 34 different performance indicators, such as access, check-in, security, food and beverage, and cleanliness of the airport's overall facilities.
"After a second year of the pandemic, this year's Airport Service Quality (ASQ) Award winners are especially reflective of customer experience leadership during the most challenging time in our sector's history," ACI World Director General Luis Felipe de Oliveira said. "We are exceedingly proud of their stellar leadership in delivering the very best customer experience.
In 2021, participating airports submitted over 370,000 surveys. When the tallying was completed, 110 awards were won by 87 individual airports around the world in categories that include Best Airports by Size (measured in passengers per year) and Region, as well as Best Hygiene Measures by Region.
Indianapolis makes the list, again
In North America, Indianapolis International Airport (IND) won an Airport Service Quality Award in its category (5 to 15 million passengers per year) for the tenth year in a row, making it the only airport in the United States to win the honor for a straight decade.
"It's the love and relentless dedication that our staff has put into this place that has made us the top airport in North America again and again – more times than any other airport in the country," said Indianapolis Airport Authority Executive Director Mario Rodriguez. "This is a tremendous honor, and we are incredibly proud of all the people who make this airport an example that all others can aspire to."
Louis Armstrong New Orleans International Airport (MSY) and General Mitchell International Airport (MKE) won in this category as well.
Related: TPG readers share their favorite airport restaurants
Milwaukee gets an ASQ Award for the first time
For MKE, It's the first time the airport has won one of these awards.
"For the first time in MKE history, it's an honor to see Milwaukee Mitchell International Airport, including our staff and our partners, receive this well-deserved recognition for providing an outstanding level of service to our passengers," said Airport Director Brian Dranzik. "These awards are determined through direct passenger feedback, so it's gratifying that they are having a world-class experience when they choose MKE."
Among large airports with over 40 million passenger year, Hartsfield-Jackson International Atlanta International Airport (ATL) and Toronto Pearson International Airport (YYZ) received 2021 Airport Service Quality Awards.
Minneapolis/St. Paul International Airport (MSP) and Salt Lake City International Airport (SLC) won in the 25-40 million passengers per year category. Tampa International Airport (TPA) was the sole winner in the 15-25 million passenger per year category and Maine's Portland International Jetport (PWM) was the sole winner in the 2-5 million passengers per year category.
Related: Beloved teddy bear left at Milwaukee Airport back home where it belongs
Best hygiene is a new category thanks to COVID-19
The COVID-19 pandemic is continuing to have a major impact on passenger traffic, and evolving health measures have created a new set of expectations that affect how passengers view the airport experience. For that reason, ACI World added new health and hygiene related questions to its survey in 2020.
For 2021, eight North American airports received awards in a new category, Best Hygiene Measures by Region.
- Corpus Christi International Airport (CRP)
- Gerald R. Ford International Airport (GRR)
- Greenville-Spartanburg International Airport (GSP)
- Louis Armstrong New Orleans International Airport (MSY)
- San Antonino International Airport (SAT)
- Tampa International Airport (TPA)
- Toronto Pearson International Airport (YYZ)
- Victoria International Airport (YYJ)
The new hygiene category complements ACI's Airport Health Accreditation program, a tool developed during the COVID pandemic to help airports align their health measures with global standards. There are currently more than 300 airports participating in this program.
Related: The new and revamped US airports coming in 2022 and beyond
Bottom line
In response to the pandemic, ACI World has made some adaptions in the awards program. The organization reduced the number of airport participants in each category from five to three and did not make awards in several categories this year, including Most Improved, Best Airport Customer Service, and Best Airport Environment and Ambiance.
For 2021, a recognition that is separate from the Awards program was made to recognize airports that demonstrate "significant efforts in gathering passenger feedback to better understand their customers during the pandemic." Indianapolis International Airport (IND) received that award, the Voice of the Customer Honor.
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 3X | Earn 3X Miles on Delta purchases. |
| 1X | Earn 1X Miles on all other eligible purchases. |
Pros
- Delta SkyClub access when flying Delta
- Annual companion ticket for travel on Delta (upon renewal)
- Ability to earn MQDs through spending
- Various statement credits for eligible purchases
Cons
- Steep annual fee of $650
- Other Delta cobranded cards offer superior earning categories
- Earn 100,000 Bonus Miles after you spend $6,000 or more in purchases with your new Card within the first 6 months of Card Membership and an additional 25,000 bonus miles after you make an additional $3,000 in purchases on the Card within your first 6 months, starting from the date that your account is opened. Offer Ends 04/01/2026.
- Delta SkyMiles® Reserve American Express Card Members receive 15 Visits per Medallion® Year to the Delta Sky Club® when flying Delta and can unlock an unlimited number of Visits after spending $75,000 in purchases on your Card in a calendar year. Plus, you’ll receive four One-Time Guest Passes each Medallion Year so you can share the experience with family and friends when traveling Delta together.
- Enjoy complimentary access to The Centurion® Lounge in the U.S. and select international locations (as set forth on the Centurion Lounge Website), Sidecar by The Centurion® Lounge in the U.S. (see the Centurion Lounge Website for more information on Sidecar by The Centurion® Lounge availability), and Escape Lounges when flying on a Delta flight booked with the Delta SkyMiles® Reserve American Express Card. § To access Sidecar by The Centurion® Lounge, Card Members must arrive within 90 minutes of their departing flight (including layovers). To access The Centurion® Lounge, Card Members must arrive within 3 hours of their departing flight. Effective July 8, 2026, during a layover, Card Members must arrive within 5 hours of the connecting flight.
- Receive $2,500 Medallion® Qualification Dollars with MQD Headstart each Medallion Qualification Year and earn $1 MQD for each $10 in purchases on your Delta SkyMiles® Reserve American Express Card with MQD Boost to get closer to Status next Medallion Year.
- Enjoy a Companion Certificate on a Delta First, Delta Comfort, or Delta Main round-trip flight to select destinations each year after renewal of your Card. The Companion Certificate requires payment of government-imposed taxes and fees of between $22 and $250 (for itineraries with up to four flight segments). Baggage charges and other restrictions apply. Delta Basic experiences are not eligible for this benefit.
- $240 Resy Credit: When you use your Delta SkyMiles® Reserve American Express Card for eligible purchases with U.S. Resy restaurants, you can earn up to $20 each month in statement credits. Enrollment required.
- $120 Rideshare Credit: Earn up to $10 back in statement credits each month after you use your Delta SkyMiles® Reserve American Express Card to pay for U.S. rideshare purchases with select providers. Enrollment required.
- Delta SkyMiles® Reserve American Express Card Members get 15% off when using miles to book Award Travel on Delta flights through delta.com and the Fly Delta app. Discount not applicable to partner-operated flights or to taxes and fees.
- With your Delta SkyMiles® Reserve American Express Card, receive upgrade priority over others with the same Medallion tier, product and fare experience purchased, and Million Miler milestone when you fly with Delta.
- Earn 3X Miles on Delta purchases and earn 1X Miles on all other eligible purchases.
- No Foreign Transaction Fees. Enjoy international travel without additional fees on purchases made abroad.
- $650 Annual Fee.
- Apply with confidence. Know if you're approved for a Card with no impact to your credit score. If you're approved and you choose to accept this Card, your credit score may be impacted.
- Terms Apply.
- See Rates & Fees