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.
Accreditation Advantages
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
ACI does not publish the levels achieved by the airports.
Airport Customer Experience Professional Designation
The Airport Customer Experience Professional (ACEP) designation empowers airport professionals to lead world-class customer experience programs. Gain the skills, tools, and recognition to improve passenger satisfaction and meet the requirement for level 4 and 5 of the ASQ Airport Customer Experience Accreditation program.