ACSA Airport Performance & Customer Experience Report 2025
A GoNoGo 100-Point Benchmark with Real Customer Insights
Total Passengers (2024)
ACSA Avg. Customer Rating
Infrastructure Investment
On-Time Performance
Key Insights: South Africa’s airports face mounting customer frustration over queues, security, and retail experience. International benchmarking reveals ACSA lags behind Dubai and Istanbul on nearly all customer-facing metrics. This report delivers a GoNoGo 100-point breakdown for every major ACSA airport, highlighting pain points, verbatim feedback, and a prioritised action plan for 2025–2026.
“Efficiency is missing! Staff not helpful, toilets not clean, aircon broken, shops closed at 1am.”
“Baggage carousel jammed, waited 45 minutes. No updates from staff.”
“Had items stolen from checked bag. No help from airport security.”
“The airport staff were incredibly helpful and friendly, making the whole journey smooth and stress-free. The facilities were clean, well-maintained, and easy to navigate.”
“Passport control was overcrowded, overwhelming and chaotic. No queue for elderly people or families with young kids.”
“After 2.5 weeks of touring South Africa, Cape Town airport was a total catastrophe – totally understaffed. 2 hours at passport control, only 3 booths open for 1000+ people.”
“Had to wait 25 minutes for a taxi. The signage to the Uber pick-up area is confusing and poorly lit at night.”
“Stunning views but food options limited. Loved the local wine tasting pop-up!”
“Lack of public transport links. Most retail and dining choices are before security.”
“Lounge is overcrowded and WiFi is unreliable during busy periods.”
“Appealing gateway to South Africa. Standards are good, queue times usually modest.”
“The vehicle was much cleaner than how I had left it. Limited options to choose from.”
“Unbelievable, received a clean, washed car back. Did not expect that at all. Friendly, on time. Thank you very much. Airports can come and learn from you.”
“Very limited food options after security. Had to wait until the flight for a meal.”
“Security staff were rude and abrupt. No help for elderly passengers.”
“The baggage claim area is tiny and gets very crowded when two flights land at once.”
“Easy to navigate, short walk from parking to terminal, and staff were helpful at check-in.”
“No covered walkways to terminal. Got soaked in the rain.”
“Small airport, but the coffee shop closes too early for late flights.”
“Love the solar panels and eco-friendly design. Security was quick and efficient.”
“Very basic facilities. No ATM or currency exchange.”
“Waiting area is small, gets crowded easily.”
“Staff are friendly and check-in is fast. Good for a small regional airport.”
“No WiFi and only one coffee shop, which closes early.”
“Security staff were slow and there was no clear signage to the car rental area.”
“Small but efficient airport, easy to get in and out quickly.”
“No taxi rank outside, had to call for a ride. Not ideal for late arrivals.”
“Long wait at baggage claim, only one belt operating.”
“Staff were friendly and helpful at check-in and security.”
“No food options after 5pm. Arrived hungry after a delayed flight.”
“No lifts or escalators, difficult for people with mobility issues.”
“Small, quiet airport. Staff were polite and check-in was fast.”
This section translates customer pain points and benchmarking insights into a clear, stepwise action plan. Each recommendation is designed for measurable ROI, operational resilience, and world-class passenger experience. Implementing this roadmap can unlock R500M+ in annual value, improve global rankings, and future-proof ACSA for the next decade.