Ontario Airport Customer Experience Recognition Signals Regional Growth
Event summary
- Ontario International Airport (ONT) received the 2025 ASQ Customer Experience Award for Best Airport at Departures in North America (5-15 million passengers).
- The award is based solely on passenger surveys and assesses factors like ease of travel, staff courtesy, cleanliness, comfort, and efficiency.
- ONT is managed by the Ontario International Airport Authority (OIAA), formed in 2012 through a Joint Powers Agreement between the City of Ontario and San Bernardino County.
- ONT is the second most popular mid-sized airport in the U.S., serving approximately 5-15 million passengers annually.
The big picture
ONT's recognition underscores a broader trend of regional airports focusing on customer experience to differentiate themselves from larger, often congested hubs. The airport's success, particularly after a decade of local control, demonstrates the potential for improved operational efficiency and passenger satisfaction when governance is aligned with regional economic development goals. This award also highlights the increasing importance of passenger feedback in shaping airport strategy and investment decisions.
What we're watching
- Growth Trajectory
- ONT's continued success hinges on its ability to attract and retain passengers within its catchment area, particularly as Southern California's population continues to grow and alternative transportation options evolve.
- Operational Efficiency
- The airport's commitment to a 'seamless, stress-free travel experience' will require ongoing investment in infrastructure and technology to maintain its competitive edge.
- Governance Stability
- The OIAA's structure, relying on a Joint Powers Agreement, could be vulnerable to shifts in local political priorities, potentially impacting long-term strategic planning and investment.
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