ACI World celebrates its 100th airport accredited in customer experience with Mae Fah Luang Chiang Rai International Airport in Thailand

ACI World celebrates its 100th airport accredited in customer experience with Mae Fah Luang Chiang Rai International Airport

ACI World celebrates its 100^th airport accredited in the ACI World customer experience accreditation programme, with Mae Fah Luang Chiang Rai International Airport (CEI), in Thailand. This achievement highlights airports’ steadfast commitment to enhancing the passenger experience.

What is ACI World’s customer experience accreditation programme?

The ACI World customer experience accreditation programme, delivered in partnership with travel technology company Amadeus, equips airports with the tools and strategies to elevate customer experience management. Participating airports undergo a comprehensive assessment and training process, encompassing stakeholder engagement, employee development, and service improvement initiatives.

ACI World projections indicate that global passenger traffic is set to reach 9.7 billion by the end of 2024, surpassing pre-pandemic levels, and suggests a doubling by 2042 and a 2.5-fold increase by 2052. In light of this surge in demand for air travel, the accreditation programme provides a vital framework for airports, service providers, and stakeholders to align on common objectives and cultivate a shared vision for customer experience excellence.

What are people saying?

ACI World Director General Luis Felipe de Oliveira said, “As Mae Fah Luang Chiang Rai International Airport joins the prestigious roster of airports accredited in the ACI World customer experience programme, it underscores its position as a global leader in airport management and its commitment to providing passengers with unparalleled service and experiences. Achieving our 100^th milestone is testament to our airport members’ dedication to prioritising passengers and employees.”

Airports of Thailand President Dr. Kijmanawat Kerati said, “It is our honour for Mae Fah Luang Chiang Rai International Airport to be the 100^th airport accredited in the ACI World customer experience accreditation programme. We take immense pride in our dedication to creating a culture of customer-centricity and continuous enhancement of service quality. We are committed to prioritising the needs of our passengers and delivering excellence in every aspect of the passenger experience.”

The announcement kicks off the ACI World #AirportCX Celebration Week, running from 22–28 April 2024, that celebrates and promotes exceptional customer experience for travellers on the global level.

ACI World will also hold its annual customer experience summit and exhibition, from 23–26 September in Atlanta, USA. This premier event brings together over 500 senior airport executives, customer experience professionals, and industry leaders from across the globe to explore the latest trends, products, and technologies driving customer and employee experiences. Attendees will have the opportunity to engage with exhibitors showcasing innovative solutions to enhance the passenger journey and create memorable experiences.