Excellence all round

Learning about the delivery of top quality customer service from some of the best in the business was high on the agenda at the recent ACI World Customer Experience Summit and Exhibition in Atlanta.

Atlanta was the setting for this year’s ACI World Customer Experience Summit and Exhibition, and host Hartsfield-Jackson Atlanta International Airport (ATL) certainly didn’t disapppoint in terms of staging a top quality event or providing examples of how it keeps in excess of 100 million passengers yearly safe, happy and entertained.

The premier airport event dedicated to customer and employee experience brought together over 600 international delegates from more than 65 countries, including government officials, travel agencies, and senior executives from the airport and aviation sectors.

This year’s theme was ‘The Airport and Beyond: All for the Travel Journey’, which meant that as well as highlighting examples of best practices, the event also examined the ever-evolving travel ecosystem, focusing on the role of seamless interaction at every touchpoint and how this is shaping superior customer experiences.

The Summit was officially the first major ACI World event to be held under the leadership of new director general, Justin Erbacci, who delivered one of the welcoming addresses.

He said: “The customer experience is shaped by how we, as a travel ecosystem, connect and collaborate. Every stakeholder plays a crucial role, and it’s in uniting these individual touchpoints that we unlock the true magic of customer service.

“Remember our theme – Airport and Beyond: All for the Travel Journey. This means that the customer experience must transcend the sum of its parts. It must resonate deeply, offering not just service, but meaning and value that customers can truly engage with.

“As we look ahead, one thing is clear: the future is all about engagement. Customers no longer simply want to buy a product; they crave an experience, a connection. We see this shift across all industries,  and air travel is no exception.

“For airports, this engagement will hinge on personalisation, and the technology (and people!) that make it possible.

“In the months and years ahead, how we manage digital identity, baggage, intermodal transport links, retail experiences, and so much more, will shape the future of our industry. But here’s the good news: our customers want us to succeed. The demand for our services is undeniable.”

Welcome addresses were also given by the mayor of Atlanta, Andre Dickens; Hartsfield-Jackson Atlanta International Airport’s interim general manager, Jan Lennon; ACI World chair and Cincinnati/Northern Kentucky International Airport CEO, Candace McGraw;

ACI-NA president and CEO, Kevin Burke; and Immediate past ACI World director general, Luis Felipe de Oliveira.

ATL’s Lennon noted: “As the world’s busiest airport, exceptional customer service is the cornerstone of our mission. At ATL, we are uniquely positioned to spearhead discussions on how airports can adapt and innovate to meet the dynamic needs of our customers and the evolving aviation landscape.

“This summit serves as a vital platform for global thought leaders to exchange insights and pioneer ideas that will redefine the future of travel, ensuring that the customer journey remains seamless and enriching from beginning to end.”

The many highlights of the event included a keynote by Ed Bastion, CEO of Delta Air Lines, sharing his insights on the future of travel; Expert panels featuring global airport leaders like Dubai Airports CEO, Paul Griffiths, and president and CEO of Greater Toronto Airports Authority, Deborah Flint; and cutting edge innovations from leading companies such as Uber, Plaza Premium Group, and Moment Factory, showcasing the future of travel technology.

As is tradition, the Gala Dinner used the opportunty to honour the 2024 winners of the prestigious Airport Service Quality (ASQ) Awards, together with Amadeus. The ASQ programme is the world’s leading airport passenger satisfaction programme with over 400 participating airports in 95 countries.

Other discussions covered at the summit included how airports like ATL are navigating trends, from workforce dynamics and accessibility to the rise of AI-powered travel solutions.

Outside of the conference rooms was an exhibition hall filled with pioneering solutions designed to enhance the airport experience and cater to modern air travel needs.

During the event, ACI World launched a new publication dedicated to improving accesible travel for all passengers (See page 9).

At the end of the summit it was announced that Guangzhou Baiyun International Airport will host next year’s ACI World Airport Experience Summit in Guangzhou, China, on September 8-11, 2025.

China’s pivotal role in global aviation is highlighted by its rapidly growing network of airports and airlines, reinforcing its position as a major hub for international travel and trade.

Chair of Guangzhou Baiyun International Airport Co Ltd, Wang Xiaoyong, said: “Guangzhou Baiyun International Airport is committed to improving the passenger experience and constantly pursuing technological innovation and excellent service as it aims to become a world-class gateway.”

ACI World’s Erbacci commented: “Guangzhou Baiyun International Airport will be a fitting host for the premier airport event dedicated to customer and employee experience. As China’s busiest airport, it is a vital node on the world network and handled more than 63 million passengers in 2023.

“The airport’s 142% growth rate last year speaks of the airport’s incredible resilience and emphasis on its customers and employees. It will not only provide a warm welcome to our international audience but also give us some unique perspectives on serving the customer.”