Top customer experience award for iGA Istanbul Airport

iGA Istanbul Airport has achieved the highest level of recognition in ACI World’s Airport Customer Experience Accreditation programme.

It notes that it is the first airport in Europe to reach Level 5 and only the the fourth in the world to achieve the goal following Incheon, Mumbai Chhatrapati Shivaji Maharaj and Quito airports in South Korea, India and Ecuador respectively.

In the evaluations conducted by ACI, iGA Istanbul Airport’s strategic customer experience management, approach to owning the end-to-end passenger experience, feedback mechanisms, and the dissemination of customer experience culture throughout the organisation were all key factors which contributed to securing this accreditation.

Selahattin Bilgen, CEO of iGA Istanbul Airport, commented:  “The ACI Customer Experience Accreditation process is based on many fundamental customer-focused principles. These include understanding the customer, strategy, measurement, operational development, governance, airport culture, service design & innovation, and airport community collaboration.

“In particular, analysing passenger needs and expectations, defining customer experience as a strategic goal, monitoring customer satisfaction and service quality, reflecting passenger feedback in operations, and developing a customer-focused culture throughout the airport are among the important requirements of this accreditation.”

Emphasising that they are the first airport in Europe to achieve this accreditation at the highest level, Bilgen added: “This success is a proof of our teams’ dedicated efforts and our determination to ensure passenger satisfaction.

“It also signifies the international recognition of the strong collaboration established with all stakeholders regarding customer experience at iGA Istanbul Airport.

“In line with our goal of continuously advancing the customer experience, we will continue our innovation and quality-focused approach.”