Abu Dhabi Airports participates in ACI Customer Experience Global Summit

Abu Dhabi Airports participated in the Airports Council International (ACI) Customer Experience Global Summit, which was held in Bali, Indonesia from 2 to 5 September, and hosted by ACI. As part of the summit, ACI-accredited Abu Dhabi Airports joined a ceremony which celebrated the achievements of all airports accredited by ACI. 

Abu Dhabi Airports was represented by Muna N. Al Ghanim, Head of Airport Service Quality(ASQ), who received the official Certificates of Accreditation for Level 1 and Level 2 in the prestigious award ceremony, which took place during the summit.

Abu Dhabi International Airport (AUH) has been part of the ACI ASQ Departure Survey programme since 2006, along with the ACI ASQ Arrival Survey since 2018, and was one of the six nominated airports to take part in the trial phase and ACI’s development of the world’s first Airport Customer Experience Accreditation Programme. AUH was successfully accredited for both levels and is the only airport in the Middle Eastern region to receive this accreditation.

Ahmed Al Shamsi, Acting Chief Operations Officer at Abu Dhabi Airports, said: “At Abu Dhabi Airports we are continually innovating and looking for ways to enhance our operational performance and customer experience in line with international standards. We are privileged to take part in the ACI Customer Experience Global Summit, a leading platform that provides us with the opportunity to network and exchange knowledge.” 

Al Ghanim said: “I am delighted to be representing Abu Dhabi Airports at this prestigious global summit. I am proud of what our airports group has achieved so far in terms of customer satisfaction, service quality, and sustainability.”

“Being accredited for both levels 1 and 2 in the ACI Customer Experience Accreditation programme during the Summit is important for all of us at Abu Dhabi Airports as maintaining the quality of our services is one of our top priorities. Moreover, acquiring and maintaining these certificates of accreditation will show passengers the level of our commitment towards their experience at AUH. We continuously strive to deliver a seamless passenger experience and world class airport services, in line with our mission of becoming the world’s leading airports group.”

The Summit consisted of training, an ASQ Forum, an ASQ Awards Ceremony, and the ACI Customer Experience Accreditation Programme Awards Ceremony, during which Abu Dhabi Airports’ representatives gained insights on the requirements of the various accreditation levels, networked with other airport delegates, and exchanged knowledge and best practices with fellow aviation professionals.