Airport Customer Accreditation Experience
Customer experience has become a catchall concept but remains nonetheless an important element of any service provider’s operations. Today, airports are more than just the place from which an airplane takes off. They have become destinations, offering passengers unique experiences as never before. These experiences not only shape customers’ expectations, but also affect their assessment and judgement of subsequent experience. In order to help airports promote service excellence given the rise of the importance of customer experience in the airport industry, ACI has developed the first Airport Customer Experience Accreditation programme, which offers a common definition and framework for customer experience management.