Case Study: Hartsfield–Jackson Atlanta International Airport achieves record passenger satisfaction with ABM Industries

Creating a First Class Guest Experience at the World’s Busiest Airport

Hartsfield–Jackson Atlanta International Airport, the world’s busiest airport, needed to deliver a world-class passenger experience for more than 107 million annual visitors while managing massive public spaces and the high expectations around restroom and terminal cleanliness. ABM Industries supported the airport with janitorial, maintenance, and passenger services designed to keep the facility clean, functional, and guest-friendly.

ABM Industries implemented around-the-clock cleaning and maintenance teams, full-time restroom attendants, and a growing “Smart Clean” approach using IoT-enabled restroom sensors, alerts, and centralized dashboard tools to improve responsiveness and efficiency. The results included a record overall satisfaction score of 4.32/5 in the 2019 ACI-NA ASQ survey, top rankings for washroom and terminal cleanliness, a #1 U.S. ranking in AirHelp’s passenger experience score, and significant operational gains such as cutting paper towel outages in half and saving more than $3 million in labor through compacting trash cans.

Hartsfield–Jackson Atlanta International Airport

Kofi Smith

President and Chief Executive Officer