Queen Alia International Airport Awarded Airport Customer Experience Accreditation

Monday, February 10, 2020

Amman, February 2020: In recognition of its commitment towards promoting service excellence and improving customer experience, Queen Alia International Airport (QAIA) was awarded Level 1 of the Airports Council International (ACI) Airport Customer Experience Accreditation. The first-of-its-kind program was developed specifically for the aviation sector early last year 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) program - 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 Airport International Group CEO, Nicolas Claude. “The launch of the Customer Experience Accreditation has been much anticipated and we are honored to have been among the first airports in the Middle East to receive this recognition. We look forward to achieving the next levels of this global program, so we may continue to shape positive and memorable travel experiences for those passing through QAIA.”

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