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Recognition for airports that listened to customers during pandemic


ACI World today recognised the airports that it says have continued to prioritise listening and adapting to customers during the pandemic.

Over 200 airports from across the globe have been recognised in this year’s The Voice of the Customer initiative, which for the second year running was sponsored by Amadeus.

To qualify, an airport member must have collected three or more quarters of data through the Airport Service Quality (ASQ) programme. The recognition is separate from the world-renowned ASQ Awards, whose winners will be announced in March.

“The pandemic has caused substantial changes in human behaviour and provoked a whole new set of expectations affecting how products and services should be experienced – from a prioritisation of health to increased digitalisation such as contactless touchpoints,” said ACI World director general, Luis Felipe de Oliveira.

“The Voice of the Customer highlights the ongoing commitment of airports to understanding the evolving expectations of the end user, the travelling public, in these challenging times.

“ACI research has revealed that passenger satisfaction directly impacts an airport’s non-aeronautical revenue, an area that will play an increasingly important role in the recovery of the airport business.

“The ASQ programme, the world’s leading airport customer experience measurement and benchmarking programmme, plays a central role in helping airports maintain and strengthen their competitive advantage and contribute to their sustained long-term recovery.”

Elena Avila, Amadeus’ executive vice president for airport IT and airline operations, said: “Airports are having to respond to completely new passenger priorities in today’s complex environment such as social distancing, hygiene and health, in addition to the traditional passenger requirements for a smooth travel experience.

“Amadeus fully supports ACI’s Voice of the Customer initiative, which prioritises the needs of the most important airport stakeholder: the passenger.

“Likewise, at Amadeus we’re actively listening to our airport customers and helping them address many of their challenges by applying new technologies such as cloud, biometrics and touchless at every step in the passenger’s airport experience, as well as supporting closer airline and airport collaboration at the terminal.”

Last November, ACI release the second edition of the ASQ Global Traveller Survey. The report offers both a global perspective as well as regional insights into the traveller sentiment. The guidance provides regional dashboards highlighting some of the key specificities that should be taken into consideration when designing a customer experience strategic plan for a specific airport.

In addition, the ACI Airport Health Accreditation programme assists airports by assessing how aligned their health measures are with global standards – helping to build and maintain passenger confidence.

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