ACI World announced the top performing airports in 2009 and it’s interesting the only factors airport quality rating includes are the ones relating to passengers’ experience.

Leading airports recognize that the most important aspect of providing great service in an airport is the provision of a spotlessly clean terminal and a relaxed, open, friendly ambience. They also recognise that it is vital to address the basics first. Ten factors identified as essential for high customer service ratings are, by order of importance: the ambience of the airport, cleanliness of the terminal, comfort of the waiting areas, availability of washrooms, cleanliness of washrooms, courtesy and helpfulness of the airport staff, business lounges, ease of making connections, passport / ID inspection experience and good shopping facilities.

Source: Focus on Travel News