Airports Council International (ACI) has named Kotoka International Airport (KIA) in its ‘Voice of the Customer Initiative’.
The ‘Voice of the Customer’ recognition is for airports which demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) programme to help them better understand their customers during the pandemic. It further recognizes airports that continued to prioritize their customers and remained committed to ensuring that their voice was heard during the COVID-19 pandemic in 2020.
The ACI Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme
In a congratulatory message, ACI World Director General, Luis Felipe de Oliveira said, “Your airport has made significant efforts in gathering passenger feedback through ACI’s Airport Service Quality programme and this will help you better understand your customers and will inform your commitment to delivering a superior customer experience under trying circumstances.”
He further added that “As our industry works towards recovery, airports that listen to – and prioritize the needs and expectations of – customers will be better-placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking, for airports to gather information on the needs and expectations of customers and help drive their performance in response.”
As Africa’s second recipient of the ACI’s Airport Health Accreditation (AHA) certification, Ghana Airports Company remains committed to improving passenger experience and the continuous implementation of the recommended health measures in the ACI Aviation Business Restart and Recovery guidelines and the ICAO Council Aviation Recovery Task Force (CART) Recommendations, along with industry best practices.