Franjo Tuđman Airport was named the best airport in Europe in 2020 within the group of airports of 2 to 5 million passengers

Passengers and users of Franjo Tuđman Airport services awarded the airport for the third time in a row, through a regular ACI/ASQ survey of the service quality (Airports Council International/Airport Service Quality).
According to this relevant research, Zagreb Airport was named the best airport in Europe within the group of airports of 2 to 5 million passengers per year (Best Airport in Europe by Size and Region) in 2020.
This significant recognition comes as a result of the airport service quality research conducted in 2020, which will remain on record as the most difficult and demanding year in aviation history. In addition to the problems related to the COVID-19 pandemic which all airports around the world are facing with, Zagreb Airport was also facing with crisis actions related to the earthquakes that hit Zagreb and Banovina area in 2020. Therefore, we can say that this recognition for 2020 has added value. That value is reflected in special and increased responsibility towards the work obligations of all our employees and service providers at the airport in new and unexpected circumstances.
"We are extremely proud of the fact that in 2020 we were recognized and rewarded by passengers and customers through the ACI/ASQ survey which measures passengers' satisfaction when it comes to airport services, and for the third year in a row named the best airport in Europe within a group of airports of 2 to 5 million passengers. We are especially happy that our significant efforts to ensure the best possible service in these demanding circumstances, taking into account the health and safety of our passengers and customers, have been recognized. Summer flight schedule is ahead of us, and hope for a gradual recovery of traffic as well as the continuation of normal business activities in which we will follow our vision to be the leading and innovative airport in the region, with a strong focus on customer satisfaction and service excellence, and therefore legitimate this award,” said Huseyin Bahadir Bedir, CEO of the International Zagreb Airport Jsc.

On Monday, March 1, 2021, at its headquarters in Montreal, Canada, ACI announced the winners of the ASQ Awards for the quality of airport services. The ACI/ASQ program recognizes airports around the world which, in the passengers’ opinion, provide the best airport services and travel experience.
Franjo Tuđman Airport has been awarded three years in a row according to the ACI/ASQ survey:
  • 2017 - Most Improved Airport
  • 2018 - Best Airport in Europe by Size and Region (2-5 million passengers)
  • 2019 - Best Airport in Europe by Size and Region (2-5 million passengers)
  • 2020 - Best Airport in Europe by Size and Region (2-5 million passengers)
Airport Service Quality (ASQ) is a program for assessing the quality of airport services and the world's leading program for the so-called Benchmarking – measuring passenger satisfaction through 37 key performance indicators. It is conducted by certified ASQ agents who interview passengers at airports, through a specialized ACI/ASQ questionnaire. In the second quarter of 2020, a slightly smaller number of passengers was surveyed, while in the first, third and fourth quarters, the same number of passengers was surveyed as in 2019.
ACI (Airport Council International) has not changed the categorization of airports by number of passengers, even though there was a significant reduction in the number of passengers in 2020 on all airports in, caused by the COVID-19 pandemic.
During 2021, this program will provide us with additional insight into the specifics related to the success of the implementation of protective measures against the COVID-19 pandemic, and thus further improve our business processes and operations.