QAIA achieves high-level customer experience accreditation

4. (Put Together!) QAIA
(File photo: Jordan News)
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. 

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