Shannon Airport Tops National Customer Experience Ranking
CXi 2026 Report confirms Shannon as highest-ranking airport and 4th overall in its national customer experience league table
Tuesday 13th October 2026: Shannon Airport has once again been named Ireland’s leading travel brand and has retained its position as the highest-ranked airport in the country in the newly published Ireland Customer Experience Insights (CXi) Report 2026. The airport also maintained its position as the 4th highest-ranked organisation overall among 162 leading brands across Ireland, as voted for by customers.
Published by The CX Academy and based on more than 32,500 consumer evaluations, the CXi Report is one of Ireland’s most respected measures of customer experience performance. This year’s report saw Shannon Airport retaining its position in Ireland’s overall top ten and remaining the clear leader in the travel sector.
The report highlights Shannon Airport’s unwavering focus on making travel easy, enjoyable and stress-free for passengers. Customers recognised the airport’s commitment to innovation, accessibility and continuous improvement, citing its customer-first approach, ongoing investment in service enhancements, and its willingness to actively seek and act on passenger feedback. The report notes that Shannon’s pioneering initiatives, including Europe’s first airport sensory room for passengers with autism and its recognition as one of only two airports worldwide to receive Age Friendly status from the World Health Organisation, continue to set it apart.
Welcoming the result, Ray O’Driscoll, CEO of The Shannon Airport Group, said: “To be recognised once again as Ireland’s number one travel brand and to retain our position as the fourth highest-ranked organisation nationally for customer experience is a tremendous achievement and one that everyone across Shannon Airport can be immensely proud of.
“What makes this recognition particularly special is that it comes directly from our passengers. Every day, our teams work hard to deliver on our promise of making travel easy, convenient and enjoyable, and these results show that passengers value that commitment.
“This recognition comes at a particularly exciting time for Shannon Airport as we continue to grow passenger numbers, expand our route network and invest in improving the passenger experience. It follows a strong period for the airport, with national and international recognition for our customer-focused approach, accessibility initiatives and operational excellence.
“Our ambition is to remain the airport of choice for travellers across the West of Ireland and increasingly across the country. We will continue to listen to our customers, invest in innovation and ensure every passenger enjoys the unique ease and friendliness that Shannon Airport is known for.”
The report also recognised Shannon Airport as the Customer Champion in the Travel Sector, awarding it the highest customer experience ranking in the category.
Commenting on this year’s CXi Customer Champion awards, Brian Horgan, CX Director, The CX Academy, said in the report: “We celebrate Ireland's CX Champions who are recognised by their customers for providing remarkable experiences they will enjoy, remember, and share with others. This award is the only one where the consumer actually determines the winners based on real-time performance, rather than a judge and jury's opinion, which can be challenged.
This year’s customer choice winners were determined by over 32,500 consumer evaluations of the experiences they had with Irish brands in our 2026 CXi survey. For that reason alone, it is the most coveted, robust and iconic award given to the CX industry today.”
The CXi Report specifically highlighted Shannon Airport’s commitment to listening to customers, noting that passenger feedback gathered through its ongoing weekly customer research programme continues to drive improvements and shape future innovations. The report also praised the airport’s approach of placing customers at the centre of its communications and service development, helping to ensure that passenger needs remain at the heart of decision-making.