ACES Professional Designation
Delivery: Online
Duration: 14 Hours



The Airport Customer Experience Specialist course is an introductory level course that provides students with foundational knowledge on how to design, build and implement a customer experience strategy for your airport.

This designation is required in all levels of the ACI Customer Experience Accreditation program.


On completion of this course participants will be able to:

  • Understand the roles and responsibilities of a customer experience professionals involved in customer experience management;
  • Acquire the key competencies to contribute to a customer experience programme;
  • Understand the concepts behind the eight (8) domains of the airport customer experience model; and
  • Be prepared to accompany the airport towards customer experience accreditation.

Who should enroll?

  • Airport Customer Service and/or Operations Directors, Managers, Officers and Staff;
  • Airport Marketing and Commercial Managers and Staff;
  • Airport Public Affairs and Communications Directors, Managers and Staff;
  • Airport Security Managers, Supervisors and Staff;
  • Supervisory and Managerial Airport Staff who have external and/or internal customers.

Course Content

The Airport Customer Experience Specialist courses consist of the following seven modules.

Module 1: Introduction to Customer Experience Management
Module 2: In the Customer's Shoes
Module 3: Customer Research and Data Analysis
Module 4: Customer Experience Strategy
Module 5: Service Improvement and Design
Module 6: Customer Experience Indicators and Dashboard
Module 7: Customer Experience Culture

Upcoming sessions

Online Member / WBP Price Register
On-demand USD$945 Register