ACI WORLD INSIGHTS

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Customer Experience

A smiling family of four takes a selfie in front of an airplane on a sunny day. The mother holds the phone, the father holds their young daughter, and their son stands close, all appearing happy and excited.

Aug 4, 2025

Customer Experience

CX Management That Wins: How Top Airports Drive Passenger Satisfaction and ASQ Scores

atención a pasajeros 1

Jun 25, 2025

Customer Experience

From Internal Well-being to External Impact: How Galápagos Ecological Airport (GPS) Connects Employee Experience with Passenger Satisfaction

A smiling family of four walks through an airport, enjoying enhanced passenger satisfaction thanks to digital innovation and best practices for airport service quality as the father pulls a wheeled suitcase.

Feb 3, 2025

Customer Experience

Defining Customer Experience: How Airports Can Own the Passenger Journey Read more

Plaza Premium Group

Dec 5, 2024

Customer Experience

Transforming the Airport Lounge into its Own Destination by Mei Mei Song, Plaza Premium Group’s Chief Transformation Officer Read more

A man in a dark suit with a white shirt and patterned tie stands against a plain, light-colored background, smiling slightly at the camera with one hand in his pocket.

Nov 7, 2024

Customer Experience

ACI’s Airport Customer Experience Accreditation Surpasses 100 Airports: Interview with President of Airports of Thailand, Dr. Kerati Kijmanawat Read more

A bartender in a white shirt and brown apron smiles while serving two men in suits sitting at a marble bar, surrounded by shelves of bottles and glasses, in a warmly lit, modern bar setting.

Oct 23, 2024

Customer Experience

Redefining Airport Retail and Hospitality Experiences for Modern Travellers Read more

A smiling family with two adults and one child in an airport, standing by a luggage cart stacked with suitcases. The child sits playfully on the cart while the adults look at her happily.

Jul 23, 2024

Customer Experience

The Changing Face of Airport Customer Experience Read more

A man in a dark suit and tie stands indoors, smiling at the camera. He is in front of a wooden wall with an antique box camera positioned on a table beside him.

Jun 11, 2024

Customer Experience Interviews and Messages

“It’s an exciting time to be operating in the Middle East “ – Interview with Bora Isbulan, Deputy CEO, Plaza Premium Group Read more

A spacious, modern airport terminal with high ceilings, large windows, greenery, seating areas, and people waiting. A large digital screen displays flight information and an advertisement.

Jan 3, 2024

Customer Experience Airport IT

Case study: How is iGA Istanbul Airport Implementing Passenger-Centric Digital Solutions? Read more

A woman stands at a self-service kiosk in an indoor setting, using a touchscreen with one hand while holding a black handbag. The background includes large windows and red chairs.

Mar 2, 2023

Customer Experience Airport IT Future Trends

Making Digital Airport Solutions the Norm for Travellers Read more

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