Press Releases

ACI reveals latest airports recognized for their commitment to customer experience

Montreal, 17 December 2019 – Airports Council International (ACI) World has today recognized four new airports for their commitment to customer satisfaction through the Airport Customer Experience Accreditation programme.

The accreditation programme is a globally recognized structured system that allows airport management to achieve the highest level of customer experience at their airport. There are 5 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 programme 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, in order to progress through the levels of accreditation.

The newly accredited airports are:

  • Detroit Metropolitan Wayne County Airport (Michigan, USA)
  • Larnaca International Airport (Larnaka, Cyprus)
  • Pafos International Airport (Paphos, Cyprus)
  • Queen Alia International Airport (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 programme helps airports to effectively manage and improve the customer experience to gain a competitive edge.”

The accreditation programme is part of the Airport Service Quality (ASQ) suite of solutions that provides airports with a 360-degree view of customer experience management. ACI helps close to 400 airports worldwide to manage and deliver the best experience for their customers, based on a proven expertise in airport operations, marketing research and customer experience management and delivery.

To date, 31 airports have been accredited in the Airport Customer Experience Accreditation programme.

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 2019, ACI serves 646 members, operating 1,960 airports in 176 countries.
  2. More information on ACI’s Airport Customer Experience Accreditation programme.

Media contacts

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

Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1200