ACI World's Airport Customer Experience Accreditation program builds airports' long-term capacity to enhance customer experience management.
Participating airports take part in a comprehensive review and training process that includes stakeholder and employee engagement and staff development.
It is the only accreditation program in the airport industry to provide a 360˚ view of customer experience management.
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Airport Customer Experience Management
ACI's robust customer experience management framework helps airport management, service providers, and stakeholders establish common goals and a shared customer experience vision.
Our Airport Customer Experience Model highlights eight key airport domains to address:
Customer
Understanding
Understand customer experiences and expectations throughout the airport journey and share findings with employees and stakeholders.
Strategy
Define, share, and operationalize a customer experience strategy.
Measurement
Measure the impact of customer experience initiatives on customer satisfaction, employee engagement, and airport revenue.
Operational Improvement
Increase customer satisfaction by improving processes, launching improvement projects, and defining service standards.
Governance
Manage your airport’s customer experience transformation by assigning responsibilities to individuals and committees.
Airport Culture
Enhance employee engagement through training and recognition opportunities.
Service Design / Innovation
Design and implement innovative services and experiences that will exceed customer expectations.
Airport Community Collaboration
Use a collaborative approach to engage all airport stakeholders in customer experience activities and initiatives.
Five Levels of Accreditation
Improve your airport's customer experience management through five levels of accreditation.
Level 1
Customer experience is an airport priority that is communicated internally and externally. The airport established a fundamental structure through understanding customer expectations, satisfaction, comments and complaints.
Level 2
The airport is promoting a clear customer experience strategy and related tools. They are managed by a customer experience professional who contributes and facilitates a cross-functional group to co-lead the customer experience plan.
Level 3
The airport has implemented an advanced customer experience strategy through multifaceted engagement: customers, employees and customer experience professionals
Level 4
The airport has established a customer experience culture. All employees contribute to the understanding, improving and shaping of the airport’s customers’ journey. Executives are considering customer experience as a major source of profit and are engaging all stakeholders to participate in airport community initiatives to delight airport customers.
Level 5
The airport corporate strategy is the customer experience strategy. Key indicators, both strategic and operational, are based on what the customer is experiencing daily. The airport community is one behind the airport strategy.
| More advanced practices on a specific domain | 1 | 2 | 3 | 4 | 5 |
|---|---|---|---|---|---|
| Airport Community Collaboration | |||||
| Service Design / Innovation | |||||
| Airport Culture | |||||
| Governance | |||||
| Operation Improvement | |||||
| Measurement | |||||
| Strategy | |||||
| Customer Understanding |
View Accredited Airports Worldwide
Aéroport de La Réunion Roland Garros (Sainte-Marie, Reunion)
Aéroport International Félix Houphouët Boigny (Abidjan, Ivory Coast)
Agadir Al Massira Airport (Agadir, Morocco)
Blaise Diagne International Airport (Diass, Senegal)
Casablanca Mohammed V Airport (Casablanca, Morocco)
Fez Sais Airport (Fez, Morocco)
Kigali International Airport (Kigali, Rwanda)
Kotoka International Airport (Accra, Ghana)
Marrakech Menara Airport (Marrakech, Morocco)
Oujda Angad Airport (Oujda, Morocco)
Rabat-Sale Airport (Rabat, Morocco)
Seychelles International Airport (Victoria, Seychelles)
Tangier Ibn Batouta Airport (Tangier, Morocco)
Adi Soemarmo Airport (Surakarta, Indonesia)
Ahmad Yani Airport (Semarang, Indonesia)
Chaudhary Charan Singh International Airport (Lucknow, India)
Chhatrapati Shivaji Maharaj International Airport (Mumbai, India)
GMR Hyderabad International Airport (Hyderabad, India)
Hong Kong International Airport (Hong Kong, China)
I Gusti Ngurah Rai Airport (Bali, Indonesia)
Incheon International Airport (Incheon, South Korea)
Indira Gandhi International Airport (Delhi, India)
Jaipur International Airport (Jaipur, India)
Juanda Airport (Suraaya, Indonesia)
Kempegowda International Airport (Bangalore, India)
Kuala Lumpur International Airport (Kuala Lumpur, Malaysia)
Lokpriya Gopinath Bordoloi International Airport (Guwahati, India)
Macau International Airport (Macau, China)
Mactan Cebu International Airport (Lapu-Lapu, Philippines)
Mangaluru International Airport (Mangaluru, India)
Pattimura Airport (Maluku, Indonesia)
SAMS Sepinggan Airport (Balikpapan, Indonesia)
Sardar Vallabhbhai Patel International Airport (Ahmedabad, India)
Sultan Hasanuddin Airport (Makassar, Indonesia)
Sydney Airport (Sydney, Australia)
Thiruvananthapuram International Airport (Thiruvananthapuram, India)
Berlin Brandenburg Airport (Berlin, Germany)
Istanbul Airport (Istanbul, Turkey)
Krakow Airport (Krakow, Poland)
Larnaka International Airport (Larnaka, Cyprus)
London Luton Airport (London, England)
Malta International Airport (Luqa, Malta)
Milano Linate Airport (Milan, Italy)
Milano Malpensa Airport (Milan, Italy)
Pafos International Airport (Paphos, Cyprus)
Prague Airport (Prague, Czechia)
Riga Airport (Riga, Latvia)
Sofia Airport (Sofia, Bulgaria)
Torino Airport (Turin, Italy)
Vienna Airport (Vienna, Austria)
Zurich Airport (Zurich, Switzerland)
Aeropuerto Internacional de Guanajuato (Guanajuato, Mexico)
Aeropuerto Internacional de Hermosillo (Hermosillo, Mexico)
Aeropuerto Internacional de Tocumen (Panama, Panama)
Aeropuerto Internacional Ezeiza (Buenos Aires, Argentina)
Aeropuerto Internacional José Joaquín de Olmedo de Guayaquil (Guayaquil, Equador)
A.L. Rodriguez International Airport (Tijuana, Mexico)
Belo Horizonte International Airport (Belo Horizonte, Brazil)
Carrasco International Airport (Montevideo, Uruguay)
Curaçao International Airport (Curaçao, Netherlands Antilles)
El Dorado International Airport (Bogota, Colombia)
G.Diaz Ordaz International Airport (Puerto Vallarta, Mexico)
Guanacaste Airport (Liberia, Costa Rica)
Juan Santamaria International Airport (San Jose, Costa Rica)
Los Cabos International Airport (Los Cabos, Mexico)
Lynden Pindling International Airport (Nassau, Bahamas)
Miguel Hidalgo International Airport (Guadalajara, Mexico)
Punta Cana International Airport (Punta Cana, Dominican Republic)
Quito International Airport (Quito, Ecuador)
Al Ula International Airport (Al Ula, Saudi Arabia)
Arar Airport (Arar, Saudi Arabia)
Bahrain International Airport (Bahrain, Bahrain)
King Abdulaziz International Airport (Jeddah, Saudi Arabia)
King Fahd International Airport (Dammam, Saudi Arabia)
King Khalid International Airport (Riyadh, Saudi Arabia)
Muscat International Airport (Muscat, Oman)
Prince Mohammed Bin Abdulaziz Int. Airport (Medina, Saudi Arabia)
Prince Sultan Bin Abdulaziz International Airport (Tabuk, Saudi Arabia)
Queen Alia International Airport (Amman, Jordan)
Salalah Airport (Salalah, Oman)
Sharjah International Airport (Sharjah, United Arab Emirates)
Zayed International Airport - Terminal A (Abu Dhabi, United Arab Emirates)
Dallas Fort Worth International Airport (Dallas, United States)
Dallas Love Field Airport (Dallas, United States)
Detroit Metropolitan Airport (Detroit, United States)
George Bush Intercontinental Airport (Houston, United States)
Halifax Stanfield International Airport (Halifax, Canada)
Hartsfield-Jackson Atlanta International Airport (Atlanta, United States)
John F. Kennedy International Airport (New York, United States)
John Glenn Columbus International Airport (Columbus, United States)
LaGuardia Airport (New York, United States)
Newark Liberty International Airport (New Jersey, United States)
Ontario International Airport (Ontario, United States)
San Antonio International Airport (San Antonio, United States)
San Francisco International Airport (San Francisco, United States)
Toronto Pearson International Airport (Toronto, Canada)
Vancouver International Airport (Vancouver, Canada)
William P. Hobby Airport (Houston, United States)
ACI does not publish the levels achieved by the airports.
Airport Customer Experience Designations
ACI World’s Airport Customer Experience Professional Designations are integral to ASQ’s Accreditation program and ensure airport employees have the qualifications to implement a customer experience strategy. The designation courses are mandatory and offered free of charge to Accreditation program participants.
Airport Customer Experience Specialist (ACES)
ACES is an introductory level course that provides the tools and knowledge to design, build, and implement a customer experience strategy for your airport.
Airport Customer Experience Professional (ACEP) - Under development
ACEP provides airport managers and those leading customer experience programs with the skills to maximize airport performance and achieve excellence in passenger satisfaction.