Queen Alia International Airport (QAIA) has recently become the first airport in the Middle East to achieve Level 3 of the Airport Customer Experience Accreditation (ACEA) issued by Airports Council International World (ACI World), valid until December 2023. The level-up comes with the Airport International Group’s announcement in acknowledgment of its focus on continuous improvement in customer experience and services.
To this end, QAIA also became one of eight airports in the Middle East and 61 globally to have received an ACEA.
Following a thorough review and verification process, QAIA exhibited excellence in customer experience management, in line with recommended practices and industry standards.
To obtain Level 3, QAIA implemented an advanced customer experience strategy through multifaceted engagement with customers, employees and customer experience professionals, as well as applied forward-thinking practices regarding seven out of eight domains: Customer Understanding, Strategy, Measurement, Operation Improvement, Governance, Airport Culture and Service Design/Innovation.
The five-level program is the only accreditation program in the airport industry to provide a 360-degree view of customer experience management and offer participating airports numerous advantages, such as identifying new practices and developing an action plan; accessing expertise, tools and training opportunities; and engaging stakeholders in improving the customer experience at the airport.