Airport Customer Experience Accreditation

What is Accreditation?

Accreditation is a globally recognized structured system that allows airport management to achieve the highest level of customer experience at their airport. ACI developed this first and only customer experience accreditation in aviation industry, in order to deliver a better service to its member airports.

Why is customer experience important for an airport?

Sometimes, passengers are not satisfied despite airports’ efforts to remove pain-points with each step of the customer journey. As the customer’s satisfaction is closely connected to their experience, which includes expectations as well as feelings and emotions, it is not enough to increase a customer’s satisfaction without managing the customer experience continuously. Given the ever-increasing importance that passengers place on their airport experience and strong competition in attracting more passengers, airports need to effectively manage the customer experience.

Why be accredited?

Accreditation is a visual recognition for passengers and the industry confirming the enhancements airports are making to deliver better satisfaction in the area of customer experience. It is something that airports can publicize and it shows passengers and stakeholders that the airport aims to provide the best experience possible.

How does it work?

Similar to receiving a medal in the Olympics, accreditation can only be earned not purchased. There are 5 levels of accreditation. Each level is structured around domains of management practices and builds on the level before it. Each accreditation level is unique and meaningful and should be celebrated as a significant achievement. The goal of airport customer experience management is not to complete the last level, it is to evolve, excel and learn throughout the journey.

How does my airport apply?

For more information download the accreditation booklet or email customerexperience@aci.aero.

The Airport Customer Experience Designation Programme

In order to ensure a common understanding, ACI has developed a mandatory course the Airport Customer Experience Designation Programme that is provided to subscribers to the accreditation programme free of charge. Each airport must nominate at least one employee to take and pass the course. They can nominate additional employees for a nominal fee. For complete information please contact training@aci.aero.