Malta Airport attains Level 3 of Customer Experience Accreditation

Malta International Airport (MLA) has become the first European airport to reach Level 3 of Airports Council International’s (ACI) multilevel Customer Experience Accreditation Programme.

This programme is designed specifically to assess participant airports’ management of the guest experience through better customer understanding, feedback analysis, a stronger customer-centric airport culture, and service innovation, among other experience management pillars.

“We are delighted that Malta Airport has satisfied ACI’s criteria and was able to climb another rung of this programme. The pandemic was the ultimate test of our agility in responding to fast-changing expectations, and we are now eager to incorporate ACI’s recommendations into our long-term plan for the evolution of the guest experience in a post-COVID-19 world,” said Head of Operations and Business Continuity, Ing. Martin Dalmas.

ACI commended Malta International Airport’s recently launched Secret Passenger Programme as an excellent initiative for garnering a better understanding of guests’ experiences at different touchpoints of the airport journey. Malta International Airport’s stakeholder training programme, which centres on the delivery of an excellent service, and efforts to communicate guest feedback to the airport team and stakeholders also received praise from ACI.