Published on
December 8, 2025
Hong Kong International Airport has earned the prestigious title of the world’s leading airport for customer experience at the 2025 World Travel Awards. This recognition highlights the airport’s ongoing commitment to enhancing passenger services, which include innovative amenities, infrastructure upgrades, and personalized offerings, setting a new standard for global airports. By surpassing top competitors, including Singapore Changi, HKIA has demonstrated its leadership in delivering an exceptional travel experience that prioritizes customer satisfaction above all.
Hong Kong International Airport (HKIA) has been recognized as the “World’s Leading Airport for Customer Experience” at the 2025 World Travel Awards, securing the prestigious title for the first time. The airport triumphed over 11 global competitors, including the renowned Singapore Changi Airport, at the awards ceremony held in Bahrain on December 6. This achievement marks a significant milestone for Hong Kong’s airport, which has long been a key hub for international travel.
Previously, the title was held by Muscat International Airport in Oman, which maintained the honor in the previous year. The World Travel Awards, often referred to as the “Oscars of the travel industry,” have been celebrating excellence in global tourism and travel since 1993. The awards are determined through votes cast by both travel professionals and the general public, making them a trusted reflection of the best in the industry.
Hong Kong International Airport, which first opened its doors in 1998, spans a vast 1,900 hectares and serves as the gateway for travelers flying in and out of the bustling city. Connecting to 220 destinations across the globe through 120 airlines, HKIA is a vital component of Hong Kong’s position as an international travel hub. In the year prior, the airport handled 39.5 million passengers, a figure representing 55% of the pre-pandemic volume recorded in 2019.
Over the past few years, Hong Kong International Airport has focused on upgrading its services and enhancing passenger experience. These improvements have been instrumental in securing its place as a leader in customer satisfaction. Among the key developments, the airport is preparing for the opening of an expanded Terminal 2 departure hall in March next year. This will accommodate approximately 15 airlines in phases, providing more space and upgraded amenities for passengers. The expansion reflects the airport’s commitment to meeting the demands of growing air travel and ensuring a seamless experience for travelers.
One of the standout features of the airport’s service is its innovative city tour offering. For passengers with layovers exceeding seven hours, HKIA now offers a free city tour, a move aimed at attracting 5.5 million passengers annually. This service enhances the overall travel experience, offering visitors a chance to explore the vibrant city even during extended transit periods. It has proven to be a popular initiative, drawing positive feedback for offering an enriching experience in Hong Kong without the need for a visa.
The airport’s continued investments in infrastructure, customer service, and amenities have been instrumental in securing its position as the top airport for customer experience. As international travel continues to recover post-pandemic, Hong Kong International Airport has made it a priority to adapt to changing passenger expectations, making use of advanced technology and streamlined services to meet new demands. These upgrades are not only focused on efficiency but also aim to provide a more comfortable and enjoyable experience for all travelers.
In the global airport rankings, Singapore Changi Airport, known for its iconic indoor waterfall and lush gardens, has long been a contender for the title of best airport. However, following recent complaints about slow baggage handling, Changi’s airport operator issued an apology and reassured travelers that they would work to address the issue and improve their services moving forward. Despite this hiccup, Changi remains a popular and highly regarded airport worldwide, with its innovative amenities and high standards of service.
Hong Kong International Airport’s rise to the top is indicative of its ongoing dedication to providing world-class service, even amidst the challenges posed by the pandemic. With its expansion projects on the horizon and a firm focus on customer satisfaction, HKIA is poised to continue leading the way in airport experiences. As the travel industry recovers and grows, this recognition as the world’s leading airport for customer experience is a testament to Hong Kong’s resilience and commitment to excellence in aviation.
Hong Kong International Airport’s win at the 2025 World Travel Awards highlights the significant strides the airport has made in improving passenger experience. With continued investments in infrastructure, services, and innovations, HKIA has secured its place at the forefront of the global aviation industry, earning its title as the world’s best airport for customer experience.
