Customer experience consists of the efficient management of the flow of passengers, baggage and cargo through the airport facilities, ensuring that services are delivered in a healthy, safeand secure environment, and meeting and exceeding when possible the needs and expectations of customers. A strong customer service culture coupled with efficient processes to maximizepassenger traffic flow is a determining factor in providing a positive travel experience to theairport’s customers.
In response to the growing threat of cyber-attacks around the world, impacting every industry, including airports, airports of all sizes, regions are required to effectively combat cyber risk in this changing landscape. For individual airports, it is critical that Cybersecurity is not only seen as an information technology concern, but rather a strategic risk that can quickly become a critical operational, financial or reputational issue. ACI therefore advocates a management systems approach to Cybersecurity, with top-level buy in from senior management, with good Cybersecurity practices reflected throughout the organization.
Airports continue to develop new business models and invest capital in order to meet the needs of a burgeoning aviation industry. Airports have evolved from being government infrastructure providers into sophisticated business-oriented service providers. This requires airport managers and staff to increase their skills in the areas of commercial management and economic development.
Airports are very much part of the communities within which they operate. Reducing their impact on the environment is a major focus for many airports around the world. While much of the current attention is on climate change and reduction of greenhouse gas emissions, it is just one of a number of areas in which airports and the rest of the aviation industry are active when it comes to the environment.
Engaging employees and recruited new talent is important for the future of this industry. ACI offers a wide range of courses in airport leadership and management which may be taken asindependent certificate courses or as an ACI-ICAO AMPAP Elective.
ACI is constantly active in the field of standards and procedures for safe airport operations. The operational and technical portfolio looks at the processes and operations that apply to the terminal and airside areas, as well as aspects of airport business operations for airport managers to develop an in depth understanding of all the different aspects of airport.
Safety is the number one priority for airports and the entire aviation community. ACI's core functional expertise is dedicated to safety. Our safety training portfolio provides airport safetyprofessionals and aviation executives with the knowledge needed to ensure their airport operationsare safe for their customers and employees. The ACI Global Training Certificate specialized courses also include safety courses offered under the ACI Global Safety Network (GSN) Programme.
Security is critical in the development, management and operation of the world’s airports. ACI takes a very active role in lobbying and working with regulatory authorities helping to shape regulations and ensuring that changes in security are communicated to airport authorities. This expertise is extended to our security training courses.