QAIA one of only 5 regional airports to renew ‘excellent service’ accreditation

AMMAN – Airport International Group (AIG) on Sunday announced that Queen Alia International Airport (QAIA) has recently renewed Level 2 of the Airport Customer Experience Accreditation (ACEA) issued by Airports Council International (ACI) World and valid until November 2022. 

QAIA initially obtained this accreditation in 2020 because of its excellent service and customer satisfaction, according to an AIG statement.

As a result, QAIA is one of only five airports in the Middle East and 46 globally to have received an ACEA. 

The five-level programme is the first of its kind worldwide, designed specifically for the airport industry and dedicated to ACI World members.

The holistic programme is structured around a set of practices aimed to guide airports in their short and long-term approaches to place customer experience at the forefront of priorities, the statement said. 

Accreditation at each level serves as a powerful tool for airports to engage stakeholders in improving the customer experience and showcasing commitment to passengers, partners and the served communities.

The robust model implemented helps airports establish common goals based on eight key domains: Customer understanding, strategy, measurement, operational improvement, governance, airport culture, service design/innovation and airport community collaboration, according to the statement. 

“Building on our successful track record, we are very pleased to have renewed Level 2 of the Airport Customer Experience Accreditation, which reaffirms our longstanding commitment towards shaping a positive passenger-centric experience at Jordan’s prime gateway to the world,” Airport International Group CEO Nicolas Claude said in the statement.