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Queen Alia reaffirms commitment to customer service excellence


Amman’s Queen Alia International Airport has renewed its Level 2 Airport Customer Experience Accreditation (ACEA) issued by ACI World until November 2022.

The Jordanian gateway, operated by the Airport International Group (AIG), initially obtained this accreditation in 2020 in acknowledgement of its efforts to promote service excellence and customer satisfaction, becoming one of only five airports in the Middle East and 46 globally to have received an ACEA.

The five-level programme is the first of its kind worldwide, designed specifically for the airport industry and dedicated to ACI World members.

Structured around a set of practices it is designed to guide airports in their short and long-term approaches to placing customer experience at the forefront of priorities.

AIG CEO, Nicolas Claude, enthused: “Building on our successful track record, we are very pleased to have renewed Level 2 of the Airport Customer Experience Accreditation, which reaffirms our long standing commitment towards shaping a positive passenger-centric experience at Jordan’s prime gateway to the world.

“We proudly share this latest feat with the entire airport community, whom we sincerely thank for their unwavering dedication to bridging passenger expectations and extended services, despite the ongoing uncertainties circling the global air travel industry.”

Accreditation helps airports establish common goals based on eight key domains: Customer Understanding, Strategy, Measurement, Operational Improvement, Governance, Airport Culture, Service Design/Innovation and Airport Community Collaboration.


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