Detroit Regional Chamber > Chamber > Detroit Metropolitan Wayne County Airport Ranked as the Best Airport in North America for Customer Experience

Detroit Metropolitan Wayne County Airport Ranked as the Best Airport in North America for Customer Experience

March 8, 2023

March 7, 2023
Jake Bekemeyer

Detroit Metropolitan Wayne County Airport (DTW) in Romulus has earned the 2022 Airport Service Quality (ASQ) Award for Best Airport of 25 to 40 million passengers in North America.

Presented by Airports Council International (ACI), this recognition is one of the highest honors in the aviation industry. DTW shares this title with Minneapolis-St. Paul International Airport.

“Our entire team at Detroit Metropolitan Airport is responsible for DTW receiving this honor, our third ASQ Award since 2018,” says Chad Newton, CEO of the Wayne County Airport Authority.

“We’ve listened to customer feedback and developed action plans for improvement. Everyone played a role, including our Airport Authority staff, airlines, janitorial staff, customs and border Protection, TSA, concessionaires, and more. It’s encouraging to know our customers have noticed our efforts. We are grateful and remain dedicated to exceeding expectations at DTW.”

The ASQ initiative is unique as the industry’s only global benchmarking program measuring customer satisfaction while passengers are still at the airport. Implemented at nearly 400 airports worldwide, this year’s results recognize the top 20 percent of airports in each category as selected by their passengers.

Customers rated DTW high for wait times at the security checkpoints and border/passport control areas, as well as the courtesy of the staff in those locations. Customers also acknowledged the increased and improved signage throughout the airport, high cleanliness standards, as well as various services.

“Putting the traveler at the center is more important than ever, and it is the way forward,” says Luis Felipe de Oliveira, world director general at ACI. “We are proud of the team at Detroit Metropolitan Airport for winning the Airport Service Quality Award. This shows that the whole airport community has come together to put the passenger first.”

Detroit Metropolitan Airport has been a participant in the ASQ benchmarking process since 2006. Prior to the 2022 award, DTW was recognized as best in North America in 2020 and 2018.