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March 11th 2022 | Written By Press Release | Share

Ford International Airport Earns Global Award for Superior Guest Experience During Pandemic

Ford International Airport Earns Global Award for Superior Guest Experience During Pandemic

Grand Rapids, Michigan, March 11, 2022 – The Gerald R. Ford International Airport has earned a 2021 Airport Service Quality Award by Airports Council International World for providing a superior guest experience during the COVID-19 pandemic.

As one of the first recipients of the Best Hygiene Measures by Region (North America) honored in the new ASQ hygiene award category, the Ford International Airport is being recognized for its enhanced safety and sanitation protocols in response to the pandemic. The Ford International Airport is among 46 airports around the world to receive the award, which is given based on traveler feedback through ASQ surveys.

“We are proud to be honored as one of the best airports for passenger experience and for the confidence our guests have in us to safely connect them to the world,” said Gerald R. Ford International Airport Authority President and CEO Tory Richardson. “Our commitment to the health and safety of our guests has enabled us to welcome them back at near pre-pandemic numbers while providing a comfortable travel experience.”

The Airport’s enhanced sanitation measures were implemented in summer 2020 as Michigan’s economy re-emerged from the pandemic. Key tactics, which were highlighted in the Airport’s Fly Safe. Fly Ford. campaign to educate and restore confidence in air travel, included:

  • Reliance on continuous cleaning protocols to disinfect and sanitize high-traffic areas for Airport employees, tenants and guests, including bathrooms, airline kiosks, TSA bins, etc.
  • Placement of hand sanitizer stations throughout the terminal, pre- and post-TSA screening.
  • Installation of custom plexiglass at all interaction points, including ticket counters, rental car facility, etc.
  • Use of visual clues to reinforce physical distancing throughout the airport through floor clings, stanchion toppers, wall decals and computer monitors.
  • Placement of signage throughout the terminal – overhead, wall-mounted, door-placed – reminding guests about ways to limit the spread of COVID-19.
  • Offering PPE to guests in concession areas and through vending machines.
  • Installation of energy-efficient HVAC systems that improve indoor air quality and temperature comfort.

“As we come together as an industry to rebuild, listening and acting on the changing needs of customers is more important than ever,” said ACI World Director General Luis Felipe de Oliveira. “I am proud of the achievements of the Ford International Airport in winning this award which shows that they are prioritizing customers, setting an example of excellence for all their peers.”

ACI’s ASQ program is the world’s leading airport customer experience measurement and benchmarking program, measuring guest satisfaction across 34 key performance indicators. More than half of the world’s travelers pass through an ASQ airport.

About the Ford International Airport

The Gerald R. Ford International Airport is the second busiest airport in Michigan, serving business and leisure travelers with nonstop and connecting flights on six airlines. The Ford International Airport is managed and operated by the Gerald R. Ford International Airport Authority. For more information, visit or follow the airport on Facebook, Twitter, LinkedIn and Instagram @FlyGRFord.

About ACI World

Airports Council International, the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, International Air Transport Association and Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. As of January 2022, ACI serves 717 members, operating 1,950 airports in 185 countries.

Topics: Press Release, Achievements, Community