Zayed International Airport Earns Level 3 Customer Experience Accreditation: A Testament to Quality and Growth
Abu Dhabi, UAE – August 6, 2025 – Zayed International Airport (AUH) has recently achieved a significant milestone by attaining Level 3 accreditation in the Customer Experience Accreditation program developed by Airports Council International (ACI). This accolade not only highlights the airport’s unwavering commitment to excellence in customer service but also underscores its strategic initiative to align operational expansion with superior guest experiences.
The awarding of the Level 3 accreditation marks a major upgrade from the previously held Levels 1 and 2, both of which have been successfully renewed. This latest achievement signifies a substantial advancement in Zayed International Airport’s mission to prioritize customers at the core of its business operations. The progress made in embedding customer experience into various layers of the organization has garnered recognition far beyond its operational efficiency—it is a testament to the airport’s ambition to elevate its service offerings.
In the first half of 2025, AUH experienced a remarkable increase in passenger traffic, accommodating approximately 15.5 million travelers. This figure represents an impressive 13.2% growth compared to the same period last year, continuing a robust upward trend that saw a 28.1% growth in 2024 and an astonishing 44.5% in 2023. As the airport continues to welcome record-breaking passenger volumes, its strategic focus on enhancing customer experience becomes increasingly important.
Elena Sorlini, the Managing Director and Chief Executive Officer of Abu Dhabi Airports, expressed her enthusiasm regarding this recognition from ACI. “This acknowledgment comes as we celebrate 17 consecutive quarters of growth, including a robust performance in the first half of 2025,” she stated. “As we expand connectivity to meet rising demand, we remain sharply focused on enhancing the guest experience. Earning 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 a distinctive global initiative that evaluates how customer experience is integrated within airport operations. By conducting comprehensive assessments, this program examines the effectiveness with which airports tailor their services to meet the needs of travelers. Zayed International Airport’s attainment of Level 3 signifies its dedication to improving every aspect of the passenger experience.
To achieve this level of recognition, Zayed International Airport implemented a series of targeted initiatives that received commendation from ACI. One notable introduction was the creation of specialized passenger focus groups aimed at capturing detailed insights into traveler expectations and preferences. These groups have served to refine the airport’s services by directly listening to the voices of the consumers.
In addition, the introduction of a guest shadowing program allowed airport employees to personally experience the journey from a passenger’s viewpoint. This innovative approach fostered empathy and a deeper understanding of traveler needs, leading to substantive improvements in service delivery. Furthermore, the airport has enhanced internal communication and transparency by regularly publishing its Voice of the Customer reports, which serve as vital resources for all departments.
Zayed International Airport has also prioritized collaboration with key stakeholders and service partners, integrating customer experience more deeply into its operational framework. This collaborative ethos has resulted in an environment where employees, stakeholders, and passengers collectively contribute to shaping the guest experience. An evolving culture of customer-centric thinking now permeates daily operations, reinforcing the airport’s commitment to excellence.
This accolade not only reaffirms Abu Dhabi Airports’ dedication to enhancing every touchpoint of the guest journey but also positions Zayed International Airport as a leader in customer experience within the aviation industry. By ensuring that every innovation, initiative, and partnership is anchored in service excellence, the airport is setting a new standard for both local and global competitors.
As the world continues to adapt to the ever-changing landscape of air travel post-pandemic, Zayed International Airport’s recognition serves as an encouraging beacon of progress. The sustained commitment to delivering superior guest experiences in conjunction with record traffic growth reinforces Abu Dhabi’s promise of being a premier destination for travelers across the globe.
Tags:
#UAE #BusinessNews #TravelTourism