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ACI World confirms date for 2021’s Customer Experience Global Summit


ACI World has announced that its industry-leading Customer Experience Global Summit will return in September 2021 to be hosted as a hybrid event in Montréal, Canada.

The third edition of ACI World’s Customer Experience Global Summit will be held at Montreal’s Palais des Congres on September 8 and 9, exploring the theme Gateway to the new travel journey: Share. Rethink. Evolve.

The event will comprise physical and virtual elements to bring together industry leaders to discuss the importance of customer experience as airports pursue innovation in customer experience in pursuit of a long-term and sustainable recovery from the COVID-19 pandemic.

The summit will again this year include celebration of the 2020 Airport Service Quality (ASQ) Awards providing an opportunity to pay tribute to those airports that have prioritised customers at a time when meeting their needs and expectations has never been more important.

“We are looking forward to bringing our Customer Experience Global Summit back to the international aviation events calendar to explore the evolving needs and expectations of customers at a crucial time for industry recovery,” noted ACI World director general, Luis Felipe de Oliveira.

“Airports continue to listen to their customers to adapt the services and experiences they offer under very trying circumstances and, as we see signs of optimism on the horizon for recovery, we will come together as an industry to show how a focus on customers will help guide the way.

“The ASQ programme is the world’s leading airport customer experience measurement and benchmarking programme and has been adapted to ensure it remains of the highest quality during the COVID-19 pandemic.”

This, the third edition of the global summit, was originally set to be held in Krakow, Poland, hosted by Krakow Airport in September 2020. Following this year’s hybrid event in Montréal, the summit will be hosted by Krakow Airport in Poland in September 2022.


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