The Indianapolis International Airport continues its streak as one of the best airports in the country and continent. The trade association Airports Council International-North America has named the Indianapolis airport as the Best Airport in North America among midsize airports for the eighth straight year, and for nine out of the past ten years.
Airports in this category carry between five and 15 million passengers annually. The Indy airport handles approximately 9.5 million.
“It’s all about the customer experience – which we strive to deliver to an art form,” said Mario Rodriguez, executive director of the Indianapolis Airport Authority.
The Indy airport has also been recognized numerous times by travel publications, such as Travel + Leisure magazine, J.D. Power, and Condé Nast Traveler. The ACI’s American Service Quality awards are determined based on passenger feedback collected on the day the passenger travels.
“They actually come in and do independent third-party surveys inside the terminal,” explains Megan Carrico, IAA communications manager.
The airports are rated based on 34 performance indicators, including airport access, check-in, security screening, stores and restaurants, and restrooms.
“What does our airport access look like? What is the check-in process, security screening, what is the availability of our stores, and they’re directly asking our passengers,” said Carrico.
The airport implemented the first phase of its Concessions Refresh program, which is delivering new retailer and restaurant concepts that reflect a mix of national brands and local Hoosier favorites in food, beverage, and retail products.
“We are continuing to analyze what our passenger and customer service amenities are,” said Carrico. “We are actively looking at what is going to be in the next 10 years of this terminal.”
The airport has been in the terminal for more than 10 years, which happens to coincide with a decade-long win streak for awards, but Carrico says these awards reflect more than brick and mortar.
“You can have the most beautiful and new building in the world. But unless your people have that customer service culture and that Hoosier hospitality mindset, you’re not going to rank high in this area.”
Others getting honored in that classification – Cincinnati/Northern Kentucky International Airport and the Jacksonville, Florida. International Airport.
Click here to view the entire list of winners.
In an interview with Inside INdiana Business, IAA Communications Manager Megan Carrico explains the importance of this award.