Press Releases

ACI World partners with Shapiro Communications to help airports deliver an ‘exceptionally human’ customer experience

Halifax, 13 September 2018 – At the inaugural Customer Excellence Global Summit, Airports Council International (ACI) World has announced a new partnership with Shapiro Communications to deliver a new programme called The Exceptionally Human Airport Experience.

The programme is designed for the entire airport workforce, from the executive team, senior leadership, managers, and all front-line employees to help them develop and improve fundamental communication skills which are essential for creating an increasingly positive airport experience.

“Passengers demand high levels of service and regulators are paying closer attention to airport service delivery. This partnership between ACI and Shapiro Communications provides a new tool for airports to increase customer satisfaction and employee engagement by improving communication across the entire airport,” said Angela Gittens, ACI World Director General. “The Exceptionally Human Airport Experience programme helps airport employees identify their own personal communication strengths and provides methods for improving their skills.

“I’ve always loved airports and I am delighted to be now working with airports in their quest to create a stellar experience for all who pass through their doors,” said Brian Shapiro. “Most passengers are unaware that an airport is an entity that directly employs a very small percentage of the workforce that works in partnership with various stakeholders, partners, governmental agencies and airlines each with their own culture and approach to customer service.

“The objective of the The Exceptionally Human Airport Experience training course in partnership with ACI is to work with these groups to build the communication skills required to connect with the many travelers their employees interact with. This is crucial because, no matter how much an airport may invest in technology, redesigns, or even bathroom upgrades, the airport experience will not be what it should be.”

The development workshop introduces participants to The Three Pillars of Exceptional Communication™ – trust, emotions, and feeling – which are highly effective and proven tools for communication success. Upon completion of this program, participants are in a better position to both increase customers satisfaction and their own employee engagement.

Notes for editors

1.Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. As of January 2018, ACI serves 641 members operating 1953 airports in 176 countries.

2.Brian Shapiro is President of Shapiro Communications in Philadelphia. He also teaches organizational dynamics at the University of Pennsylvania and The Exceptionally Human Airport Experience for ACI Global Training.

Media contacts:

Hicham Ayoun
Manager, Communications
ACI World
Telephone: +1 514 373 1223

Anita Berthier
Manager, External Relations and Special Events
ACI World
Telephone: +1 514 373 1254