熱門時事分享：台灣成為全球最友善機場｜誰在評、怎麼選、為何是桃園？｜20251202

歡迎收聽《HOT 用英文聊時事》。我是 Clarence。如果要你選一個世界上「最友善」的機場，你會想到哪裡？新加坡？東京？還是杜拜？其實，今年的答案是台灣的桃園國際機場。今天，讓我們一探究竟是何種服務讓它榮登全球榜首？他們如何做出選擇？又為何選擇台灣？

Welcome to “Hot English Topics.” I’m Clarence. If you had to choose the “friendliest airport” in the world, which one would you pick? Singapore? Tokyo? Or Dubai? In fact, this year’s answer is Taiwan’s Taoyuan International Airport. Today, let’s find out what kind of service made it win the top spot worldwide? How did they choose it, and why Taiwan?

這次的評選來自英國旅遊服務公司 Airport Parking & Hotels (APH)。方法很直白：他們分析超過 7.1 萬則 Google 評論中「提到員工」的內容，鎖定 52 個正面關鍵字，例如「友善、耐心、專業、禮貌」，時間範圍是 2025 年 5 月 20 日到 8 月底，涵蓋全球 100 個最繁忙機場與英國 23 個主要機場，且只分析英文評論。最後以正面評論占比做排名。桃園機場拿到 73.6% 的正面回饋，成為第一名；第二、三名分別是英國康沃爾紐基機場與日本成田機場。根據 APH 的方法論，這份名單重點在「服務人員的友善體驗」。

This ranking comes from the U.K. travel services firm Airport Parking & Hotels (APH). Their method was simple: from May 20 to late August 2025, they analyzed 71,000+ English-language Google reviews that mentioned staff, scanning for 52 positive terms—like “friendly,” “patient,” “professional,” and “polite.” The sample covered the 100 busiest airports worldwide plus 23 major U.K. airports. Airports were then ranked by the share of reviews containing those positive terms. Taoyuan led with 73.6% positive, followed by Newquay in Cornwall and Japan’s Narita. By design, APH’s list focuses on one thing: staff friendliness.

桃園機場公司表示，這個成績來自 3.5 萬名「機場服務大聯盟」員工的努力：一方面推進智慧通關、優化安檢與行李流程；另一方面補齊「旅客等候時的感受」，像是兒童遊戲區、健身房、電競區等。也就是硬體與服務細節雙軌並進，讓「被看見、被幫助、被理解」這種友善感受更容易發生。

Taoyuan Airport says this result comes from the efforts of 35,000 members of its Airport Service Alliance. On one track, they’ve rolled out smart e-gates and streamlined security and baggage. On the other, they’ve improved how waiting feels—adding children’s play areas, a gym, and an e-sports zone. In short, hardware and service details advance together, making it easier for travelers to feel seen, supported, and understood.

很多人可能會想問：桃園這次奪冠，是不是就代表它是「世界最佳機場」？答案並不一樣。Skytrax 的「全球最佳機場」榜單，重視的是整體硬體、效率與旅客服務，因此常見新加坡樟宜、多哈哈馬德、東京羽田這些大機場名列前茅。但 APH 這份調查，看的角度比較單純，專注在「服務人員帶給旅客的互動體驗」。這就是為什麼除了桃園，你會看到像英國康沃爾紐基這樣的小型機場也能排在前段。簡單來說，一個榜單在問「哪裡最好用」，另一個榜單在問「哪裡最溫暖」。

Some may wonder: Does this mean Taoyuan is now the “best airport in the world”? Not exactly. The Skytrax “World’s Best Airport” list focuses on overall hardware, efficiency, and facilities, which is why big names like Singapore Changi, Doha Hamad, and Tokyo Haneda often top the list. However, APH’s ranking is simpler—it primarily looks at how staff make travelers feel. That’s why, besides Taoyuan, even smaller airports like Cornwall Newquay in the UK can rank high. In short, one list asks “where works best,” the other asks “where feels warmest.”

不過，桃園並不是唯一受到肯定的機場。從這份名單來看，可以觀察到一些有趣的趨勢。APH 指出，前 20 名裡有 9 個來自北美，其中 8 個在美國，顯示「服務友善」的文化在北美特別突出。而在亞洲，除了桃園與成田之外，濟州與杜拜也進入前十，這些地區同樣在疫情後投入更多資源強化第一線人員的互動體驗。換句話說，友善服務已經成為全球機場共同追求的新標準，而不再只是「額外的加分」。

But Taoyuan is not the only airport recognized. The list also shows some clear trends. APH found that 9 of the top 20 airports are in North America, 8 of them in the U.S., showing that “friendly service” is a strong part of culture there. In Asia, besides Taoyuan and Narita, Jeju and Dubai also made the top 10. After the pandemic, many airports put more effort into frontline service. In other words, friendliness is no longer just a bonus—it is becoming the global standard for airports.

當我們看到台灣被選為「全球最友善機場」，自然會想到另一面：那麼「最不友善」的機場長怎樣呢？根據調查，許多被點名的機場問題集中在排隊時間長、服務態度冷漠、動線混亂，以及缺乏對高齡與弱勢旅客的協助。這些對比，正好凸顯出桃園機場的優勢：在硬體設施之外，重點在於人性化的細節。友善，不只是標語，而是當旅客真的迷路、行動不便，或帶著孩子出門時，能否感受到支持與幫助。也因此，台灣的成績不僅是名次上的驕傲，更像是一種提醒，一座機場的體驗，往往是外國人對一個國家的第一印象。

When we see Taiwan ranked as the “World’s Friendliest Airport,” we also wonder: what does the least friendly airport look like? Reports point to airports where problems include long lines, unfriendly staff, confusing layouts, and little support for elderly or disabled travelers. This contrast highlights why Taoyuan stands out. Beyond facilities, it’s about human care. Friendliness is not a slogan—it’s when a lost traveler, someone with mobility issues, or a parent with kids can feel real support. That’s why Taiwan’s award is not only pride in ranking, but also a reminder: an airport experience is often the first impression of a country.

桃園拿第一，重點不是一兩次的「被服務得很好」，而是把友善做成「系統」。例如：清楚的動線標示、遇到轉機或延誤時主動引導、對外語旅客的說明足夠、資訊透明與快速更新，外加人員訓練與獎勵制度。當這些被系統化，就不會只靠個別「好人好事」，而是讓大多數旅客都有高機率感受到溫度。

The lesson from Taoyuan is to “systematize” kindness: clear signs, proactive help during transfers or delays, good language support, fast and transparent info, plus training and incentives for staff. Then most travelers can feel warmth, not just a lucky few. 

這份友善來自細節：微笑的服務、清楚的標示、便利的動線，還有對身心障礙與高齡旅客的貼心規劃。和其他被評為「不友善」的機場相比，台灣的經驗提醒我們：一座機場的價值，不只在於能把人送到目的地，更在於它能不能讓每個人都安心、舒適地出發。這就是為什麼桃園機場的成績，會被看作是台灣整體形象的延伸。

This friendliness shows in small details: smiling staff, clear signs, easy layouts, and thoughtful design for seniors and disabled travelers. Compared to airports ranked as “unfriendly,” Taiwan’s example shows that the value of an airport is not just to take people from one place to another, but to make sure everyone starts their journey with comfort and peace of mind. That is why Taoyuan’s award is seen as a reflection of Taiwan’s image to the world.

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