Belfast International Airport wins global award for customer experience

Belfast International Airport, County Antrim

A major international accolade has placed Northern Ireland’s busiest airport firmly on the European stage — with Belfast International Airport crowned Best Airport at Departures (5 to 15 million passengers) in Europe.

The award, presented as part of the 2025 Airport Service Quality (ASQ) Customer Experience Awards by Airports Council International (ACI), recognises excellence in the departing passenger experience — and is based entirely on live traveller feedback.

For an airport serving millions each year, the recognition signals something significant: passengers themselves are rating the experience highly, in real time.

Passenger experience in the spotlight

Belfast International Airport, a member of the VINCI Airports network, achieved the ASQ Award following ongoing investment focused squarely on improving the passenger journey.

The ASQ programme is the only global benchmarking initiative that captures passenger satisfaction while travellers are physically at the airport. Surveys are conducted randomly across all operating hours to ensure the results are fully representative and statistically robust.

The accolade highlights the airport’s continued transformation of its departures experience — an area that shapes first impressions and sets the tone for every journey.

Investment and people at the core

Dan Owens, CEO of Belfast International Airport

Dan Owens, CEO of Belfast International Airport, said:

“This award reflects both the scale of our investment programme; which puts the passenger at the core of our operation; as well as the dedication of our airport staff whose expertise and operational excellence ensure we deliver high standards across the airport experience, supported by the wider 4000 employees across the site.

“VINCI Airports are committed to investing and growing Belfast International Airport, fostering economic growth and connectivity for the region. This commitment ensures we continue to deliver a high quality, reliable experience for all our passengers and we are delighted to receive this award in recognition of those efforts.”

The recognition also shines a spotlight on the 4,000 staff based across the airport site, whose work underpins daily operations and customer service delivery.

Recognition from the global aviation body

Justin Erbacci, Director General, ACI World, said:

“Receiving an ASQ Customer Experience Award from ACI demonstrates Belfast International Airport’s ongoing commitment to listening to its travellers. The recognition reflects your dedication to continuous improvement and delivering exceptional journeys for all passengers.”

As airports across Europe compete for passengers and routes, independent recognition rooted in direct passenger feedback carries considerable weight.

What it means for the region

Beyond prestige, the award reinforces Belfast International Airport’s role in regional connectivity and economic growth. With continued investment from VINCI Airports, the focus remains on enhancing reliability, quality and the overall passenger journey.

For travellers departing from Northern Ireland, the message is clear: their voices are being heard — and recognised on a European stage.