Malta Independent

Malta Airport becomes first European airport to reach Level 3 of Customer Experience Accreditat­ion Programme


Malta Internatio­nal Airport today became 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 fastchangi­ng 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 postCOVID world,” said Head of Operations and Business Continuity Ing. Martin Dalmas.

Airports Council Internatio­nal 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 Airports Council Internatio­nal.

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