The first-of-its-kind programme was developed specifically for the aviation sector early in 2019 to offer a common definition and framework for customer experience management.

The multilevel Airport Customer Experience Accreditation - part of ACI’s globally-established Airport Service Quality (ASQ) programme - guides airports in identifying short- and long-term practices and approaches that ultimately ensure enhanced customer satisfaction.

Complementing the existing ASQ surveys, the Airport Customer Experience Accreditation serves as a new quality management standard that assesses the process of managing the customer experience, as opposed to its outcomes.

“Customer experience and satisfaction are directly correlated. This fact is more relevant today than ever before within the airport industry, which is why we continuously strive to meet the practical expectations of our passengers,” commented Nicolas Claude, CEO, Airport International Group.”