Queen Alia International Airport recognized for Customer Experience Excellence at ACI World Customer Experience Summit and Exhibition in Atlanta

2024-11-04

Queen Alia International Airport (QAIA) was recently honored during the ACI World Customer Experience Summit and Exhibition held in Atlanta, USA, receiving a prestigious award and accreditation acknowledging its commitment to customer experience excellence.

During a gala dinner, QAIA was officially recognized as ‘Best Airport by Size and Region: Middle East’ for airports serving five to 15 million passengers, a distinguished title it had earned earlier this year.

This award was presented to Airport International Group representatives Diala Haobsha, Customer Knowledge and Satisfaction Section Head, and Amjad Al Majdoubeh, Government Entities Relations and Administration Director, based on the ACI World 2023 Airport Service Quality (ASQ) Survey. This honor marks the second consecutive year and the eighth time in QAIA’s history that it has received this distinction.

Additionally, QAIA was acknowledged for renewing Level 3 of the ACI World Airport Customer Experience Accreditation in January 2024. This recognition underscores the airport’s ongoing dedication to delivering a premium customer experience while maintaining high service standards.

The ACI World Customer Experience Summit and Exhibition, the premier airport event dedicated to customer and employee experience, brought together over 600 senior airport and business executives and customer experience professionals from more than 65 countries. Attendees engaged in enriching discussions and shared valuable insights under the theme ‘The Airport and Beyond: All for the Travel Journey’.

“To be honored once again with these illustrious recognitions is a true testament to our unwavering dedication to elevating the customer experience at QAIA. These achievements reflect the tireless efforts of our teams, partners and stakeholders, alongside our close partnership with the Government of Jordan, represented by the Ministry of Transport, whose collective commitment has positioned QAIA as a trusted and preferred airport for passengers worldwide,” commented Airport International Group CEO, Nicolas Deviller.

He added, “As we continue to innovate and refine every touchpoint of the airport journey per our strategic goals for 2023-2025, these accolades inspire us to push further, setting new standards in excellence that not only meet but exceed the expectations of the community we serve. Our goal remains clear - to create a welcoming, seamless and world-class experience that feels like home and upholds QAIA’s status as Jordan’s prime gateway to the world.”

The ASQ program continues to set the standard for benchmarking and enhancing airport customer experience. Last year, over half of the world’s travelers passed through an ASQ airport. Nearly 600,000 surveys covering more than 30 key performance indicators offered a comprehensive view of the current and future potential of air travel.