Zayed International Airport Achieves Level 3 Accreditation in Customer Experience: A Testament to Commitment and Growth
In a significant advancement for passenger services, Zayed International Airport (AUH) has recently attained Level 3 accreditation from the Airports Council International (ACI) Customer Experience Accreditation programme. This prestigious recognition highlights the airport’s unwavering commitment to providing a world-class experience to its guests, marking a momentous upgrade from its previous Level 1 and Level 2 accreditations, both of which have been successfully renewed.
This accomplishment is particularly noteworthy given the backdrop of a remarkable surge in passenger traffic. In the first half of 2025 alone, AUH welcomed an impressive 15.5 million passengers—a 13.2% increase compared to the same period in 2024. This growth trajectory builds upon previous years, which saw increases of 28.1% in 2024 and a staggering 44.5% in 2023. Such figures place Zayed International Airport at the forefront of the global aviation sector, as it adapts its customer experience strategy to cater to an ever-expanding base of international travelers.
Elena Sorlini, the Managing Director and Chief Executive Officer of Abu Dhabi Airports, expressed her pride in this recognition, stating, “This acknowledgment 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 program—inaugurated as a global standard—provides a robust framework for evaluating how airports integrate customer experience into their broader operational strategies. It offers an in-depth assessment of how effectively air transportation hubs comprehend, manage, and enhance guest experiences across various touchpoints.
To achieve the esteemed Level 3 designation, Zayed International Airport implemented several strategic initiatives that garnered strong commendation from ACI. A remarkable avenue explored was the establishment of dedicated passenger focus groups. These groups provide valuable insights into travelers’ expectations, behaviors, and preferences, ensuring that the airport can align its services with actual passenger needs.
Another noteworthy initiative involved the introduction of a guest shadowing program, where employees could observe first-hand the complete passenger journey through the airport. This immersive experience fosters a profound understanding of travelers’ needs, allowing staff to implement informed enhancements to service delivery. Such hands-on experiences not only underscore the airport’s dedication to customer satisfaction but also enrich the employees’ perspectives on their roles in enhancing the passenger experience.
Furthermore, to bolster internal transparency and continuous improvement, Abu Dhabi Airports has committed to regularly publishing its Voice of the Customer reports. These reports are disseminated across departments, fostering an engaged workforce aligned with the airport’s customer-centered mission. By ensuring close collaboration with key stakeholders and service partners, the airport has created a cohesive operational ecosystem where customer experience is embedded in every facet of its operations.
The active involvement of employees, stakeholders, and passengers in shaping the guest experience is a significant shift towards a culture of shared ownership and ongoing enhancement. This commitment to continuous improvement and collaboration is evident in the airport’s strategies and reflects a broader ethos of responsiveness to evolving traveler expectations.
Upon receiving this accreditation, Zayed International Airport has signaled its intent to further elevate the traveler journey at every point of interaction, ensuring that each innovation, initiative, and partnership is fundamentally rooted in principles of service excellence and traveler-centric design. This recognition not only affirms the airport’s position as a premier global transportation hub but also highlights Abu Dhabi’s dedication to enhancing its tourism sector—a vital contributor to the region’s economy.
As Zayed International Airport continues to set benchmarks in customer experience, it also exemplifies the potential for growth and innovation within the aviation industry. In a rapidly changing world, airports that prioritize customer experience will undoubtedly stand out as leaders, shaping the future of travel and hospitality.
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