Zayed International Airport Celebrates Significant Customer Experience Achievement
In a notable advancement for the aviation sector, Zayed International Airport (AUH) has been awarded Level 3 accreditation in the Airports Council International (ACI) Customer Experience Accreditation programme. This recognition, announced in July 2025, marks a pivotal upgrade from the airport’s previous Levels 1 and 2, both of which have also been renewed. The elevation to Level 3 underscores AUH’s unwavering dedication to prioritizing passengers and enhancing their experiences within the airport environment.
The accreditation embodies more than just a certificate; it reflects a comprehensive commitment to systemic improvements that place guest satisfaction at the core of operations. By receiving this accolade, Zayed International Airport demonstrates an organizational ethos that integrates customer experience across every facet of its services. This strategic focus comes on the heels of impressive growth in passenger traffic. In the first half of 2025 alone, the airport welcomed approximately 15.5 million travelers, a remarkable 13.2 percent increase compared to the same period last year. This growth trajectory builds upon previous yearly increases of 28.1 percent in 2024 and an astounding 44.5 percent in 2023.
As the aviation landscape evolves, Zayed International Airport is poised to meet the burgeoning demands of a diverse and expanding global traveler base by refining its customer experience strategy. “This recognition from ACI coincides with our celebration of 17 consecutive quarters of passenger growth, reflecting a robust performance in the first half of 2025,” stated Elena Sorlini, Managing Director and Chief Executive Officer of Abu Dhabi Airports. “While we aim to expand connectivity to accommodate rising demand, our commitment remains steadfast on enhancing guest experiences. Achieving Level 3 accreditation signifies our capability to deliver excellence in both growth and quality, ensuring that customer engagement transforms along with our operational success.”
To earn the Level 3 accreditation, Zayed International Airport implemented a series of targeted initiatives commended by the ACI. Central to these efforts was the establishment of dedicated passenger focus groups, aimed at elusively capturing insights into travelers’ expectations, behaviors, and preferences. This initiative illustrates the airport’s commitment to understanding its clientele on a granular level, allowing it to tailor services that resonate with the evolving needs of passengers.
Moreover, the introduction of a guest shadowing program stands out as a significant advancement. This innovative approach empowers employees to experience the entire passenger journey from the traveler’s perspective, thereby fostering a deep comprehension of customer needs. Such firsthand exposure enables staff to identify areas for improvement and directly informs enhancements in service delivery.
In addition to these initiatives, the airport has increased internal transparency through the frequent dissemination of its “Voice of the Customer” reports across departments. This internal platform serves not only as a feedback mechanism but also as a tool to promote a culture of customer-centricity throughout the organization.
Furthermore, Abu Dhabi Airports has ensured that customer experience improvement initiatives align closely with key stakeholders and service partners. By embedding customer experience into the broader operational ecosystem, the airport is fostering a collective responsibility toward passenger satisfaction. This comprehensive approach not only enhances the individual journey at Zayed International Airport but also positions it competitively within the global aviation market.
As the industry moves forward in an era of intense competition and evolving traveler expectations, Zayed International Airport’s commitment to excellence sets a benchmark for other airports in the region and beyond. With continuously increasing passenger volumes and a well-defined strategy to improve the traveler experience, AUH is clearly demonstrating its intention to remain at the forefront of the aviation sector.
In conclusion, Zayed International Airport’s attainment of Level 3 accreditation from ACI not only highlights its proactive measures in enhancing customer service but also reinforces its role as a pivotal player in the global aviation landscape. As passenger expectations evolve, AUH is equipped to navigate these challenges, ensuring that traveler satisfaction remains a core priority amidst its ambitious growth trajectory.
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