Airports Council International (ACI) has recently awarded Queen Alia International Airport (QAIA) Level 2 of the Airport Customer Experience Accreditation - in recognition of its efforts towards enhancing offered services and bolstering customer satisfaction. The accreditation program is the first of its kind worldwide designed specifically for the airport industry and dedicated to ACI member airports.
The five-level accreditation program guides airports in their approach to customer experience management and identifies new practices that can be developed in the short and long terms in order to progress through the levels. Accreditation at each level is a powerful tool for airports to showcase their commitment to elevating the customer experience to passengers, business partners and the communities they serve.
Each accreditation level involves a set number of domains. For Level 2, airports must fulfil six components, namely: Airport Culture, Governance, Operational Improvement, Measurement, Strategy and Customer Understanding. To ensure meeting customer expectations, Airport International Group has been organizing and executing employee training programs; thoroughly analyzing customer satisfaction surveys; implementing carefully-devised improvement plans; and embedding positive customer experience within QAIA’s brand promise, which is to make sure that passengers feel as though they are in the comfort of their own homes while at the airport.
“We are proud to receive this globally acclaimed accreditation, which acknowledges our unwavering dedication towards continuously boosting our airport offerings in order to present our passengers with a positively memorable travel experience, whilst further cementing QAIA’s standing as the Kingdom’s prime gateway to the world,” commented Airport International Group CEO, Nicolas Claude.
