Abu Dhabi Airport Reaches New Heights with Level 3 Customer Experience Accreditation
Abu Dhabi, UAE — In a significant milestone that underscores its commitment to enhancing passenger services, Zayed International Airport (AUH) has been awarded Level 3 accreditation from the Airports Council International (ACI) in its Customer Experience Accreditation program. This prestigious recognition, conferred in July 2025, marks a pivotal moment in AUH’s ongoing mission to place guest satisfaction at the forefront of its strategic objectives.
This Level 3 status is not an isolated achievement; it builds upon the successful renewal of Levels 1 and 2 accreditations, which AUH secured in previous years. The accreditation is emblematic of the airport’s evolving approach—one that entails integrating customer experience considerations into all facets of its operations and interdepartmental partnerships.
The timing of this acknowledgment coincides advantageously with significant traffic growth at AUH. In the first half of 2025 alone, the airport welcomed approximately 15.5 million passengers, reflecting a robust 13.2 percent increase compared to the same timeframe the previous year. This growth trajectory follows remarkable annual increases of 28.1 percent in 2024 and a staggering 44.5 percent in 2023. Such figures underscore Abu Dhabi’s growing prominence as a global travel hub, fostering increased connectivity and facilitating seamless journeys for travelers from around the world.
Elena Sorlini, Managing Director and CEO of Abu Dhabi Airports, expressed her enthusiasm for the accreditation, remarking, “This recognition from ACI comes as we celebrate 17 consecutive quarters of growth, including a strong performance in the first half of 2025. As we expand connectivity to meet rising demand, we remain sharply focused on enhancing the guest experience. Achieving Level 3 accreditation reflects our ability to deliver both growth and quality, ensuring that our customer experience evolves in step with our success.”
The ACI Customer Experience Accreditation is renowned as the singular global initiative that provides a comprehensive evaluation of how airports integrate passenger satisfaction into their strategies and operational routines. Zayed International Airport’s journey towards Level 3 accreditation was bolstered by several initiatives designed to deepen customer insights and enhance operational effectiveness.
Among these initiatives was the establishment of dedicated passenger focus groups that collected extensive feedback on traveler expectations and behaviors. This proactive approach not only enables the airport to gauge real-time customer sentiments but also informs continuous improvements in service delivery. Furthermore, a guest shadowing program was initiated—allowing staff to experience the airport journey from the perspective of a passenger—which in turn has led to essential refinements in the services offered.
In conjunction with these measures, Abu Dhabi Airports has fostered improved internal cohesion by regularly publishing Voice of the Customer reports. These insights are disseminated across departments via an internal platform, further aligning strategies to meet customer needs effectively. To enhance service delivery even further, the airport has prioritized coordination with stakeholders and service partners, thereby ensuring a unified commitment to customer satisfaction.
Cumulatively, these efforts have cultivated a culture of shared ownership among employees, stakeholders, and passengers, who are now empowered to play an active role in shaping and enriching the guest experience. The successful attainment of Level 3 accreditation not only highlights AUH’s dedication to continuous improvement but also reaffirms the airport’s long-term vision of delivering world-class hospitality deeply rooted in service excellence.
As Abu Dhabi Airports continues to develop its infrastructure and enhance the overall travel experience, stakeholders and frequent travelers alike keenly anticipate further improvements and innovations that reflect the dynamic nature of modern air travel. In an era where customer experience has become paramount, Zayed International Airport stands out as a leading example of how an unwavering commitment to quality can drive growth and establish a competitive edge in the global aviation sector.
In conclusion, as Zayed International Airport sets its sights on future developments, the Level 3 Customer Experience Accreditation serves as not only a recognition of past achievements but also a foundation upon which to build—ensuring that the passenger experience remains at the heart of its mission in the months and years to come.
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