ACI recognizes airports for customer experience

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Airports Council International (ACI) World has recognized four new airports for their commitment to customer satisfaction through the Airport Customer Experience Accreditation program.

The accreditation program is a globally recognized structured system that enables airport management to achieve the highest level of customer experience. There are five levels of accreditation. Each level is structured around domains of management practices and builds on the level before it.

ACI carefully designed the newly established program to help airports assess and improve their approach to customer experience management and identify new practices that can be developed in the short and long term, to enable them to progress through the levels of accreditation.

The newly accredited airports are: Detroit Metropolitan Wayne County Airport, Michigan, USA; Larnaca International Airport in Cyprus; Pafos International Airport in Cyprus; and Queen Alia International Airport in Amman, Jordan.

“Each accreditation level is unique and meaningful, and should be celebrated as a significant achievement,” ACI World director general Angela Gittens said. “The goal of airport customer experience management is not to complete the last level, but to evolve, excel and learn throughout the journey. The ACI Airport Customer Experience Accreditation program helps airports to effectively manage and improve the customer experience to gain a competitive edge.”

To date, 31 airports have been accredited in the Airport Customer Experience Accreditation program. The program is part of the Airport Service Quality (ASQ) suite of solutions that provides airports with a 360° view of customer experience management.

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Tara has worked for UKi Media & Events since 2013, initially as a freelancer. She has been a journalist for over a decade and has worked for a range of publications, including Personnel Today, Management Today and The Grocer.

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