The Airports Council International (ACI) has awarded the Level 4 accreditation in Airport Customer Experience to Mangaluru International Airport (MIA).
Stating that the airport has achieved a significant milestone in its journey towards excellence in customer service, the MIA, in a release, said the accreditation follows the airport’s attainment of Level 3 accreditation in February 2024. The ACI Airport Customer Experience Accreditation programme is the first global initiative focused on advancing customer experience management within the airport industry.
The accreditation issued by ACI on July 16 is valid for one year. The level of accreditation serves as a critical foundation, demonstrating robust customer-centric practices that are essential for progressing to Level 5, the highest standard of excellence. It validates an organisation’s readiness to adopt and sustain the strategic, enterprise-wide transformation required at Level 5.
The MIA said the accreditation places the airport among a select group of airports worldwide, showing an exceptional dedication to enhancing the passenger experience across all touchpoints. The accreditation evaluates multiple parameters, including airport culture, governance, operational improvement, measurement, customer strategy, and customer understanding.
