“As we expand connectivity to meet rising demand, we remain sharply focused on enhancing the guest experience,” said Elena Sorlini, Managing Director and Chief Executive Officer of Abu Dhabi Airports. “Achieving Level 3 accreditation reflects our ability to deliver both growth and quality, ensuring that our customer experience evolves in step with our success.”

The ACI Customer Experience Accreditation programme is the only global initiative to comprehensively assess how customer experience is embedded into airport strategy and operations. To achieve Level 3, AUH introduced a range of initiatives that drew praise from ACI, including:

Passenger focus groups to gather deeper insights into traveller expectations, behaviours, and preferences. Guest shadowing programmes, enabling staff to experience the airport journey first-hand and identify opportunities for improvement. Regular Voice of the Customer reports are shared across departments to inform service delivery and foster cross-functional collaboration.

Close alignment with stakeholders and service partners ensured that the customer experience was embedded across the broader operational ecosystem. Employees, partners, and passengers now play an active role in shaping the journey through the airport.