Press Releases

ACI Customer Experience Global Summit set for Krakow in 2022

September 9, 2021

Krakow will be the first European host of the event

Montreal, 9 September 2021 – As the 2021 Customer Experience Global Summit drew to a successful conclusion in Montreal today, Airports Council International (ACI) World announced that next year’s event will be held in partnership with Kraków Airport in Kraków, Poland on 13, 14, and 15 September 2022.

This year’s hybrid event comprised physical and virtual – including a celebration of the 2020 Airport Service Quality (ASQ) Awards – but it is planned that the 2022 event will bring industry leaders to Kraków, allowing for face-to-face discussion of the importance of customer experience as airports pursue continued innovation. The event will allow for enhanced interaction among participants, providing a platform for the exploration of customer experience excellence through the ASQ program.

The summit remains one of the most significant events on the aviation calendar devoted to customers at a time when meeting their needs and expectations has never been more important.

“After bringing back the ACI Customer Experience Global Summit to the international stage this year, we look forward to working with Kraków Airport next year as the event comes to Europe for the first time,” ACI World Director General Luis Felipe de Oliveira said. “Listening to customers to craft customer experiences that reflect their changing needs and expectations has never been more important and continues to develop as one of the most important business tools for airports. Our reinvented global summit remains one the most important dates on the international aviation calendar for airports and their partners, providing an invaluable resource to help them deliver the safe, healthy, and engaging experience passengers are demanding.”

President of the Board of Kraków Airport Radosław Włoszek said he was honoured that the fourth ACI Customer Experience Global Summit will be held in Kraków, the heart of Poland.

“Being able to host this event is an amazing distinction for our airport,” he said. “The COVID-19 pandemic has frozen aviation and forced us to redefine our approach to safety standards and customer experience. ‘We Are Aviation’ is our motto and has translated into our motivation and joint work which was exemplified when a number of global and European airports joined the ACI Airport Health Accreditation Programme.  Passenger comfort and safety are our key priorities, and the essence of ACI Customer Experience Global Summit. We can observe passenger traffic levels going up every week. We know that the process of returning to the realities of 2019 will be slow and difficult, but the revival we can already observe today lets us look forward with optimism.”

The Customer Excellence Global Summit will also include a gala dinner featuring the celebratory annual ASQ Awards ceremony, as well as the Airport Customer Experience Accreditation ceremony, supported by ACI World’s partner Amadeus.

ACI’s The Airport Service Quality (ASQ) customer experience group provides airports with a 360-degree view of customer experience management with a unique suite of solutions. 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.

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, customer-centric and environmentally sustainable. As of January 2021, ACI serves 701 members, operating 1933 airports in 183 countries.
  2. Kraków Airport is the only regional airport in Poland to have served 8 million passengers per year before the coronavirus pandemic. The airport is a member of Airports Council International (ACI) and the Association of Regional Airports. Kraków Airport’s activities have won global recognition, confirmed by ASQ Awards 2016 for the improvement of customer service quality awarded by Airport Council International in 2017, and a UBM nomination for World Routes Marketing Awards in 2017.

Kraków Airport was the first airport in Poland to sign the Aviation Industry Charter for COVID-19, initiated and prepared by the European Aviation Safety Agency (EASA). The main objective of the Charter is for air operators and airport managers to practice and promote new safety rules preventing the spread of COVID-19.

CSR: Kraków Airport looks at corporate social responsibility as an integral part of strategic management and is the first regional airport in Poland to regularly publish sustainability reports based on an international standard of non-financial reporting, the Global Reporting Initiative.

Investments: The Master Plan for the Kraków/Balice airport sets out directions for the airport’s development over the next twenty years. Kraków Airport plans to invest about a billion zlotys in infrastructure development. Construction of a new runway, the key element of airport infrastructure, is the basis for further modernisation of the airport. The development of the airport means more than 10,000 new direct and indirect jobs and economic growth for Kraków and Małopolska.

Media contacts

David Whitely
ACI World
Telephone: +1 514 373 1200