Airports lead the revolution in customer experience

Kevin Caron by Kevin Caron | Apr 15, 2019

Airports have jumped to the forefront in customer experience with the launch of the eagerly awaited five level ACI Airport Service Quality Customer Experience Accreditation. The five levels are designed to help airports assess and improve their approach to customer experience and management. The accreditation will provide valuable data driven strategies that allow for more insight into customers, increasing non-aeronautical revenues.

In order for the Customer Experience Accreditation programme to be successful the proper tools need to be provided to airport supervisors and managers.  To ensure a more strategic approach is implemented across all airports a professional designation known as ACES (Airport Customer Experience Specialist) has been developed by ACI’s Global Training. This first programme will be delivered online, following the second level designation to be launched in 2020 – ACEP (Airport Customer Experience Professional), which will be delivered by a series of in classroom courses.

The launch and deployment of the ASQ Customer Experience Accreditation programme wouldn’t have been made possible without the contribution of the following six airports:

  • Abu Dhabi International Airport
  • Hong Kong International Airport
  • Milan Malpensa Airport
  • Quito International Airport
  • San Antonio International Airport
  • Sydney Airport
Airport Customer Experience Accreditation
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Kevin Caron

Kevin Caron

Vice President, Global Assessments and Training, ACI World
Kevin, a Montréal native, joined Airports Council International (ACI) in March 2010 and serves the members by leading ACI’s airport education, Developing Nations Airport Assistance and Airport Excellence (APEX) safety, security and environmental review programmes. Previous to ACI he held several positions with Aéroports de Montréal and the International Air Transport Association (IATA).
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