Passenger Terminal Today
  • News
    • A-C
      • Accessibility
      • Baggage
      • Biometrics
      • Boarding
      • Check in
      • Construction & Architecture
      • Covid-19
      • CSR
    • D-L
      • Displays & Signage
      • Expo
      • Food & Beverage
      • Ground Support
      • IT & Software
      • Lighting
      • Lounge
    • M-R
      • Operations
      • Parking
      • Passenger Experience
      • Personnel
      • Regulation & Policy
      • Retail
    • S-Z
      • Seating
      • Security
      • Self-service
      • Sustainability
      • Technology
      • Terminal
      • Wayfinding
      • Webinars
  • Opinion
  • Features
  • Online Magazines
    • Showcase 2024
    • September 2023
    • June 2023
    • April 2023
    • January 2023
    • Archive Issues
    • Subscribe Free
  • Videos
  • Webinars
  • Supplier Spotlight
  • Events
LinkedIn Facebook Twitter
  • Sign-up for Free Weekly E-Newsletter
  • Meet the Editors
  • Contact Us
  • Media Pack
LinkedIn Facebook
Subscribe
Passenger Terminal Today
  • News
      • Accessibility
      • Baggage
      • Biometrics
      • Boarding
      • Check in
      • Construction & Architecture
      • Covid-19
      • CSR
      • Displays & Signage
      • Expo
      • Food & Beverage
      • Ground Support
      • IT & Software
      • Lighting
      • Lounge
      • Operations
      • Parking
      • Passenger Experience
      • Personnel
      • Regulation & Policy
      • Retail
      • Seating
      • Security
      • Self-service
      • Sustainability
      • Technology
      • Terminal
      • Wayfinding
      • Webinars
  • Opinion
  • Features
  • Online Magazines
    1. April 2025
    2. January 2025
    3. Showcase 2025
    4. September 2024
    5. June 2024
    6. Subscribe Free
    Featured
    April 2, 2025

    April 2025 issue is now available online!

    Online Magazines By Web Team
    Recent

    April 2025 issue is now available online!

    April 2, 2025

    January 2025 issue is now available online!

    December 11, 2024

    Passenger Terminal World Showcase 2025

    November 12, 2024
  • Videos
  • Webinars
  • Supplier Spotlight
  • Events
LinkedIn Facebook
Subscribe
Passenger Terminal Today
Passenger Experience

ACI develops world’s first airport customer experience accreditation program

Dan SymondsBy Dan SymondsApril 3, 20193 Mins Read
Angela Gittens, director general, ACI World

Airports Council International (ACI) World has today (April 3) launched two new unique programs designed to help airports promote service excellence and improve customer experience.

ACI has developed the first Airport Customer Experience Accreditation program, which offers a common definition and framework for customer experience management, and the Airport Customer Experience Professional Designation Program for airport employees.

Both programs were launched at the ACI Asia-Pacific/World Annual General Assembly, Conference and Exhibition being held at the AsiaWorld-Expo in Hong Kong, hosted by Hong Kong International Airport, China.

The accreditation program is part of ACI’s globally established Airport Service Quality (ASQ) program. It will help airports improve their practices to promote a direct positive impact on customer satisfaction.

There are five levels of accreditation and the program helps airports to assess and improve their approach to customer experience management and identify new practices that can be developed in the short and long term, in order to progress through the levels of accreditation.

Six airports contributed to the development of the program and have today been recognized as the first to be accredited: Abu Dhabi International Airport, UAE; Milan Malpensa Airport, Italy; Hong Kong International Airport, China; San Antonio International Airport, Texas; Sydney Airport, Australia; and Quito International Airport, Ecuador.

“Airports have become destinations in their own right, offering customers unique experiences that shape their expectations,” said Angela Gittens, ACI World director general. “This carefully designed program is the very first worldwide customer experience management accreditation program designed specifically for the airport industry and dedicated to ACI members. It is all about improving the experience of customers and helping airports meet ever-evolving expectations.

“Airports are sophisticated businesses with various interlinked partner organizations and companies that often have different business objectives and goals. It is important for all involved parties to have a common view of airport customer experience and ACI’s new accreditation program helps airports to develop this common view,” she said.

The Airport Customer Experience Professional Designation Program has been developed for airports subscribing to the new accreditation program. As part of the accreditation process, each airport must nominate a number of employees to take the course so that they have a clear understanding of customer experience and are competent to lead the airport in terms of customer experience management.

“Any airport employee that is working to better customer experience of their airport may join the Customer Experience Professional Designation Program,” added Gittens. “A critical component of delivering an exceptional customer experience is ensuring that employees are engaged and motivated to provide the best level of service or performance, no matter which part of the passenger journey they deliver.”

The Customer Experience Professional Designation Program requires each participant to receive continuing professional development and re-certification in order to maintain active certification status. Re-certification is performed every five years and participants will be required to complete appropriate activities – attend a training course, participate in a conference or webinar, for instance – in order to maintain their designations.

Share. Twitter LinkedIn Facebook Email
Previous ArticleSITA’s Airport Management software adopted by Billy Bishop Toronto City Airport
Next Article Park-IT signs parking technology contract with Edinburgh Airport

Related Posts

Construction & Architecture

Changi Airport breaks ground on Terminal 5

May 14, 20256 Mins Read
Food & Beverage

Western Sydney International invites F&B tenders ahead of 2026 opening

May 12, 20252 Mins Read
Construction & Architecture

Fresno Yosemite expands security checkpoint

May 9, 20251 Min Read
Latest News

ONDA launches two tenders for new terminal at Casablanca’s Mohammed V International Airport

May 15, 2025

Smiths Detection selected for Dubai’s checkpoint upgrade

May 15, 2025

Changi Airport breaks ground on Terminal 5

May 14, 2025

Receive breaking stories and features in your inbox each week, for free


Enter your email address:


Our Social Channels
  • Facebook
  • LinkedIn
Getting in Touch
  • Sign-up for Free Weekly E-Newsletter
  • Meet the Editors
  • Contact Us
  • Media Pack
© 2025 UKi Media & Events a division of UKIP Media & Events Ltd
  • Terms and Conditions
  • Privacy Policy
  • Cookie Policy
  • Notice & Takedown Policy

Type above and press Enter to search. Press Esc to cancel.

We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
Cookie settingsACCEPT
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled

Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.

CookieDurationDescription
cookielawinfo-checbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.

Functional

Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.

Performance

Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.

Analytics

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.

Advertisement

Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.

Others

Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.

SAVE & ACCEPT