LINTHICUM, Md. (WJZ) – Thurgood Marshall International Airport in Baltimore, Washington was named the best North American airport of its size in the 2020 ASQ (Airport Service Quality) awards.
The annual awards were presented by the Airports Council International World (ACI World).
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"I congratulate BWI Marshall Airport on this remarkable achievement in delivering the best customer experience your passengers believe, at a time when our passengers' voices need to be heard," said Luis Felipe de Oliveira, General Manager of ACI World. "The ASQ Awards are the highest possible award for customer experience for airport operators around the world."
The program measures passenger satisfaction using 34 performance indicators.
"I would like to thank our employees and partners for their exceptional customer service during the most difficult time in our history," said Ricky Smith, Executive Director of BWI Marshall Airport. “This ASQ award is an incredible achievement, especially given so many challenges. I am proud of the entire BWI Marshall Airport community, who always strive to offer our passengers an outstanding travel experience. "
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Like many airports in 2020, BWI employees survived the COVID-19 pandemic.
"Throughout 2020, BWI Marshall responded to the challenges of a global pandemic by continuing to focus on health, safety and service for every customer," said Greg Slater, Maryland Secretary of Transportation. "This prestigious award reflects the appreciation of the traveling public for this commitment and their trust in our dedicated BWI Marshall team."
BWI remains the busiest airport in the Washington-Baltimore area, serving nearly half of the air travelers in the area.
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