ACI identifies latest airports to receive customer satisfaction accreditation

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

The accreditation is part of ACI’s globally established Airport Service Quality (ASQ) program and helps airports improve their practices to provide the traveling public with an enhanced experience.

Qualifying airports will receive their accreditation during the ASQ Awards gala dinner at the second ACI Customer Experience Global Summit, which will be held in partnership with Indonesian airport operator PT Angkasa Pura I (Persero) in Bali, from September 2-5, 2019. PT Angkasa Pura I (Persero) is the first airport operator in the Asia-Pacific region to have a majority of its airports accredited.

The newly accredited airports are:

Chhatrapati Shivaji Maharaj International Airport (Mumbai, India)
Incheon International Airport (Incheon, South Korea)
Pattimura Airport (Maluku, Indonesia)
Sams Sepinggan Airport (Balikpapan, Indonesia)
I Gusti Ngurah Rai Airport (Denpasar, Indonesia)
El Tari Airport (Kupang, Indonesia)
Lombok International Airport (Lombok, Indonesia)
Sam Ratulangi Airport (Manado, Indonesia)
Adi Soemarmo Airport (Surakarta, Indonesia)
Ahmad Yani Airport (Semarang, Indonesia)
Juanda Airport (Surabaya, Indonesia)
Sultan Hasanuddin Airport (Makassar, Indonesia)
Kraków Airport (Krakow, Poland)
Venice Marco Polo Airport (Venice, Italy)
Vienna Airport (Vienna, Austria)
Halifax Stanfield International Airport (Halifax, Canada)
John F Kennedy International Airport (New York, USA)
Newark Liberty International Airport (Newark, USA)
LaGuardia Airport (New York, USA).

The Port Authority of New York and New Jersey is the first airport operator in the USA to have its three largest airports accredited.

Six airports contributed to the development of the program and have already been 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, Equador.

“By achieving accreditation from ACI, these airports have shown a commitment to continuously reviewing and improving their customer experience and to evolve, excel and learn how they can keep improving,” said Angela Gittens, ACI World director general. “Airports are sophisticated businesses that partner with other organizations to deliver a singular experience for passengers, so it is important that all partners have a common view of this customer experience.

“ACI’s accreditation program helps airports to develop this common view so they can improve their approach to customer experience management and identify new practices that can be developed in the short and long term in order to boost satisfaction,” she says.

There are five levels of accreditation and each level is a useful marketing tool for airports to show their commitment to improving customer experience.

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Dan joined Passenger Terminal World in 2014 having spent the early years of his career in the recruitment industry. As assistant editor, he now produces daily content for the website and supports the editors with the publication of each exciting new issue. When he’s not reporting on the latest aviation news, Dan can be found apprehensively planning his next DIY project.

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