Our Role Assessing New Trends in the Airport Business

VTM is proud to always be at the forefront of the ever-evolving airport industry. With the start of this new year of 2025, Airports Council International (ACI) has unveiled insights from its globally recognized Airport Service Quality (ASQ) Survey Program in a live webinar titled “New Trends and Impact in the Airport Business“.

As a trusted partner of ANA Aeroportos de Portugal, the entity that manages the vast majority of airports in Portugal, VTM is involved in executing this vital ASQ Survey Program across the five major Portuguese airports, giving us unparalleled experience in understanding and addressing the nuances of airport operations.

Expertise through a very diverse experience

Airports in Portugal serve millions of passengers annually, each bringing unique expectations and passenger experiences. Our team at VTM carries out fieldwork for the ASQ Survey Program at the following airports:

• More than 30M Pax – Lisbon Airport (LIS)
• Around 15M Pax – Porto Airport (OPO)
• Almost 10M Pax – Faro Airport (FAO)
• Around 5M Pax – Madeira Airport (FNC)
• Below 5M Pax – Ponta Delgada Airport (PDL)

These five airports vary significantly in scale, operational complexity, passenger profiles, and seasonal dynamics. This diversity offers VTM an extremely rich framing to apply our expertise, adapting to varying challenges. You can learn a little bit more about our role in this project here in our website.

The importance of the ASQ Survey

The ASQ Survey Program is a globally recognized benchmark for passenger satisfaction, which was designed and is globally managed by ACI, counting nearly 400 participating airports in 95 countries. It evaluates over 30 key performance indicators (KPIs) across all touchpoints of the passenger journey, from check-in to boarding in Departures and from disembark to baggage collection in Arrivals.

By conducting fieldwork for ANA Aeroportos de Portugal at the Portuguese airports, we ensure that passenger feedback is collected meticulously and that the data reflects real-time insights into service quality and passenger expectations. This feedback empowers our Client to stay competitive and allows us, at VTM, to gain firsthand exposure to the latest developments in airport operations and passenger behavior, along with other projects that we have currently ongoing.

Keeping up with industry trends

The upcoming ACI webinar offered a golden opportunity to delve into the latest trends shaping the airport business. Nonetheless, if you did not have the chance to attend this event and need more regular support regarding Aviation and Airports trends, VTM is your ideal partner.

Here at VTM, we see our participation supporting ANA Aeroportos de Portugal in the ASQ Survey Program as a chance to immerse ourselves in the pulse of the global aviation industry, ensuring that we remain not just observers but active contributors to its evolution.

Why VTM?

Our hands-on experience across airports of varying scales and profiles gives us unique perceptions into the complex dynamics of airport operations. We’re excited to keep growing, learning, and contributing to the success of our Clients, and to remain at the cutting edge of the airport business.

Our expertise positions VTM as a valuable partner for any airport manager aiming to enhance passenger experience and align airport service with industry trends. If you are interested in learning more about the ASQ Survey Program or in need of strategic guidance to make your airport business thrive, please feel free to reach out.

Stay tuned for updates and insights from our ongoing work!