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

Identify new customer experience management practices and develop an action plan
Access expertise, tools, and training opportunities
Engage stakeholders in improving customer experience at your airport
Communicate your commitment in improving customer experience to the communities you serve
Increase customer satisfaction by improving processes and implementing new practices
Enhance your airport’s 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
Strategy
Measurement
Operational Improvement
Governance
Airport Culture
Service Design / Innovation
Airport Community Collaboration

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

Blaise Diagne International Airport (Diass, Senegal)

Adi Soemarmo Airport (Surakarta, Indonesia)

Ahmad Yani Airport (Semarang, Indonesia)

Chhatrapati Shivaji Maharaj International Airport (Mumbai, India)

El Tari Airport (Kupang, Indonesia)

Hong Kong International Airport (Hong Kong, China)

I Gusti Ngurah Rai Airport (Bali, Indonesia)

Incheon International Airport (Incheon, South Korea)

Juanda Airport (Suraaya, Indonesia)

Kempegowda International Airport (Bangalore, India)

Lombok International Airport (Lombok, Indonesia)

Macau International Airport (Macau, China)

Pattimura Airport (Maluku, Indonesia)

Sam Ratulangi Airport (Manado, Indonesia)

SAMS Sepinggan Airport (Balikpapan, Indonesia)

Sultan Hasanuddin Airport (Makassar, Indonesia)

Sydney Airport (Sydney, Australia)

Birmingham Airport (Birmingham, United Kingdom)

Krakow Airport (Krakow, Poland)

Larnaka International Airport (Larnaka, Cyprus)

London Luton Airport (London, England)

Malta International Airport (Luqa, Malta)

Milano Malpensa Airport (Milan, Italy)

Pafos International Airport (Paphos, Cyprus)

Torino Airport (Turin, Italy)

Venezia Airport (Venice, Italy)

Vienna Airport  (Vienna, Austria)

Carrasco International Airport (Montevideo, Uruguay)

Juan Santamaria International Airport (San Jose, Costa Rica)

Lynden Pindling International Airport (Nassau, Bahamas)

Quito International Airport (Quito, Ecuador)

Abu Dhabi International Airport (Abu Dhabi, United Arab Emirates)

Bahrain International Airport (Bahrain, Bahrain)

Muscat International Airport (Muscat, Oman)

Queen Alia International Airport (Amman, Jordan)

Salalah Airport  (Salalah, Oman)

Detroit Metropolitan Airport (Detroit, 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)

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.

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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.

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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.

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