Global ACI Organization Notes MCO’s Departure Experience, Status as Enjoyable Airport
ORLANDO, Fla. – Orlando International Airport (MCO) has been recognized with two distinguished Customer Experience Awards from the global organization Airports Council International (ACI) World, bringing the airport further recognition as a favorite among its nearly 58 million annual passengers.
The awards were given in two separate categories: Best Airport at Departures and Most Enjoyable. MCO was recognized as one of three Best Airports at Departures in North America with 40 million-plus passengers, and one of three in North America as Most Enjoyable. ACI serves more than 2,200 airports in 160 countries worldwide.
“Winning these two prestigious customer experience awards is an incredible honor and a reflection of our team’s unending commitment to our passengers,” said Lance Lyttle, Chief Executive Officer of the Greater Orlando Aviation Authority (GOAA), which manages Orlando International Airport. “The recognition as one of the most enjoyable airports and having one of the best departure experiences in the industry underscores everything we do. These accolades belong to our employees, who show up with dedication and passion every day.”
As part of its Elevating MCO & ORL vision, Orlando International is focused on improving its global standing and the passenger experience through a series of measurable goals. The vision is built on four foundational pillars: Customer Experience, Community, Infrastructure, and People.
Justin Erbacci, Director General, ACI World congratulated Lance Lyttle in a letter and said “Being honored with an ASQ Customer Experience Award by ACI highlights Orlando International Airport’s commitment to understanding and continuously enhancing the end-to-end passenger experience. This achievement highlights the airport’s role in delivering reliable, high-quality airport experiences.”
ASQ is the only global benchmarking program that measures passenger satisfaction while passengers are still experiencing the airport and while those experiences are underway. ACI World believes this approach provides an accurate and timely picture of the passenger experience at each step of the journey. Passengers at MCO are randomly selected at departure points following a structured sampling method based on destination, carrier, and traffic patterns. Only airports that successfully meet all ASQ quarterly quality audits can be considered for ASQ Customer Experience Awards.
ACI is the trade association of the world’s airports and represents 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.
The 2025 ASQ Customer Experience Awards will be celebrated during the ACI World Airport Experience Summit in Istanbul, Turkey, in September.
