Press Release — 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, Airport
International Group announced in a press statement.
اضافة اعلان
The
accreditation is valid until December 2023, and makes QAIA one of eight airports
in the Middle East and 61 globally to have received an ACEA.
“Following
a thorough review and verification process, QAIA was determined by the council
to exhibit excellence in customer experience management, in line with recommended
practices and industry standards,” the statement said.
To obtain
Level 3, QAIA implemented an advanced customer experience strategy through
multifaceted engagement with customers, employees, and customer experience
professionals, and applied forward-thinking practices in seven out of eight evaluated
domains: customer understanding, strategy, measurement, operation improvement,
governance, airport culture and service design/innovation.
The five-level
program is a key accreditation program in the airport industry, providing a
360-degree view of customer experience management and offering participating
airports numerous advantages, such as identifying new practices and developing
action plans; accessing expertise, tools, and training opportunities; and engaging
stakeholders in improving the customer experience at the airport.
“Within the airport industry, customer experience
is a critical driver of success,” said Airport International Group CEO Nicolas Claude. “For
this reason, we are delighted to be the first airport in the Middle East to
have progressed to Level 3 of the Airport
Customer Experience Accreditation, which emphasizes our unwavering commitment to
adopting global best practices that place passengers at the forefront of our
priorities.”
“We sincerely thank our partners and stakeholders
for assuming ownership of our customer experience transformation, improving overall
processes and services, and reflecting Jordanian hospitality — all of which
ultimately shape positive change at Jordan’s prime gateway to the world and make
Queen Alia International Airport feel more like home for our passengers,” Claude
said.
Disclaimer:
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