Accreditation Highlights Strategic Alignment Between Operational Expansion and Service Excellence

Zayed International Airport (AUH) has received Level 3 accreditation under the Airports Council International (ACI) Customer Experience Accreditation program. This achievement signifies the airport’s dedication to providing top-tier guest experiences.

Awarded in July 2025, this Level 3 accreditation marks a notable advancement from the previous Levels 1 and 2, both of which have also been successfully renewed.

This accreditation follows a sustained growth period, with AUH welcoming 15.5 million passengers in the first half of 2025, showcasing a year-on-year increase of 13.2%. This follows a 28.1% rise in 2024 and a remarkable 44.5% increase in 2023. As passenger numbers continue to climb, the airport is enhancing its customer experience strategy to meet the demands of its expanding international clientele.

Elena Sorlini stated: “This recognition from ACI coincides with our 17 consecutive quarters of growth, including strong results in the first half of 2025. As we boost connectivity to fulfill rising demand, we are keenly focused on enhancing the guest experience. Achieving Level 3 accreditation demonstrates our ability to blend growth with quality, adapting our customer experience in line with our successes.”

The ACI Customer Experience Accreditation stands as the sole global initiative of its kind providing a comprehensive evaluation of customer experience integration across airport operations. It assesses the effectiveness with which airports grasp, manage, and incorporate guest experience into their overarching strategies.

To reach Level 3, Zayed International Airport initiated a series of targeted initiatives, which were favorably acknowledged by ACI. These included the formation of dedicated passenger focus groups aimed at gathering detailed insights into travelers’ expectations, behaviors, and preferences.

Additionally, a guest shadowing program was implemented, allowing staff to witness and experience the complete airport journey from a passenger’s perspective. This initiative aims to foster a deeper understanding of traveler needs and directly inform improvements in service delivery.

Regular publication of Voice of the Customer reports across departments has enhanced internal transparency, and collaboration with stakeholders has further integrated customer experience within the airport’s operational ecosystem.

Now, employees, stakeholders, and passengers actively participate in refining the guest experience, establishing customer-centric thinking as a core aspect of daily operations. This evolution indicates tangible advancement and underscores the airport’s commitment to developing a culture of shared ownership and ongoing improvement.

This recognition reinforces Abu Dhabi Airports’ pledge to enhance every aspect of the guest journey, ensuring that all innovations, initiatives, and partnerships are grounded in service excellence and traveler-centric design.