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New customer service high for Queen Alia International Airport


Jordan’s Queen Alia International Airport has become the first gateway in the Middle East to achieve Level 3 status in ACI’s Customer Experience Accreditation programme.

To obtain Level 3, the Amman gateway notes that it implemented an “advanced customer experience strategy through multi-faceted engagement with customers, employees and customer experience professionals”.

In addition, it says that it applied “forward-thinking practices” when it came to Customer Understanding, Strategy, Measurement, Operation Improvement, Governance, Airport Culture and Service Design/Innovation.

Nicolas Claude, CEO of operator, Airport International Group (AIG), said: “Within the airport industry, customer experience is a critical driver of success. For this reason, we are delighted to be the first airport in the Middle East to have progressed to Level 3 of the Airport Customer Experience Accreditation, which emphasises our unwavering commitment to adopting global best practices that place passengers at the forefront of our priorities.

“We sincerely thank our partners and stakeholders for assuming ownership of our customer experience transformation, improving overall processes and services and reflecting Jordanian hospitality – all of which ultimately shape positive change at Jordan’s prime gateway to the world and make Queen Alia International Airport feel more like home for our passengers.”

The five-level programme is the only accreditation initiative in the airport industry to provide a 360-degree view of customer experience management and offer participating airports numerous advantages, such as identifying new practices and developing an action plan; accessing expertise, tools and training opportunities; and engaging stakeholders in improving the customer experience at the airport.

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