Abu Dhabi airport comes out on top for customer satisfaction


Abu Dhabi airport comes out on top for customer satisfaction

11 Mar 2021

Abu Dhabi International Airport has been recognised by Airports Council International’s Airport Service Quality as providing the best customer satisfaction. The airport was classed as the Best Airport in the 15 to 25 million passenger category.

The Covid-19 pandemic has transformed the customer perceptions and expectations of the airport experience. Due to the pandemic, new hygiene-related questions were added to the questionnaire and the categories were judged by customers.

Demonstrating its desire for safe travel, Abu Dhabi Airports has launched the region’s first PCR testing laboratory in an airport. The new laboratory offers fast Covid-19 testing within the airport to assist the safe continuation of air travel.

Twenty-eight airports from Asia-Pacific and two from the Middle East took home the prestigious Best Airport for customer experience award. There were seven inaugural Best Hygiene Measures winners in Asia-Pacific and two from the Middle East. King Khalid International Airport in Riyadh, Saudi Arabia and Salalah Airport in Salalah, Oman were awarded Best Hygiene Measures.

This award recognises airports’ success in responding to the increased focus on hygiene. The new category also complements ACI’s Airport Health Accreditation programme, launched last year, which has seen close to 60 airports in the region being accredited already.
Stefano Baronci, ACI Asia-Pacific director general, said: “Even as our members battled the debilitating impact of the virus throughout 2020, airports in different size categories in Asia-Pacific and the Middle East maintained their focus on the customer and their evolving needs. We congratulate our airport members for this high accolade which sets the stage for a recovery that puts the traveller first.”

Source: Hotelier Middle East