JORDAN. Queen Alia International Airport has been awarded Level 2 of the Airport Customer Experience Accreditation by Airports Council International (ACI). The five-level programme recognises airports’ efforts in enhancing services and bolstering customer satisfaction.
A first of its kind for the industry, it guides airports in their approach to customer experience management and identifies new practices that can be developed in the short and long terms in order to progress through its five levels.
Accreditation at each level is a powerful tool for airports to showcase their commitment to elevating customer experience to passengers, business partners and the communities they serve.
To achieve the requirement for Level 2, airports must fulfil six components, namely Airport Culture, Governance, Operational Improvement, Measurement, Strategy and Customer Understanding.
To ensure Queen Alia International’s meets customer expectations, Airport International Group (AIG) has been organising and executing employee training programmes; analysing customer satisfaction surveys; implementing improvement plans; and embedding positive customer experience within the airport’s brand promise. That promise is to “make sure that passengers feel as though they are in the comfort of their own homes while at the airport”.
AIG is the strategic Jordanian investor in charge of operating and maintaining Queen Alia International. AIG’s private shareholders include Abu Dhabi Investment Company and Aéroports de Paris Management.
AIG CEO Nicolas Claude said: “We are proud to receive this globally acclaimed accreditation, which acknowledges our unwavering dedication towards continuously boosting our airport offerings in order to present our passengers with a positively memorable travel experience, whilst further cementing Queen Alia International Airport’s standing as the Kingdom’s prime gateway to the world.”
