iGA Istanbul Airport has become the first airport in Europe to achieve the highest level in ACI’s Airport Customer Experience Accreditation. As a major global hub, this recognition reinforces iGA’s commitment to delivering world-class service and further elevates its standing in the international aviation industry.
Within the scope of the Airports Council International (ACI) “Airport Customer Experience Accreditation” program, the airport was awarded the highest level of accreditation, “Level 5,” thanks to its determined and continuous improvement efforts in the field of customer experience.
With this accreditation, iGA has earned the distinction of being the fourth airport in the world to achieve “Level 5” accreditation, alongside Incheon in South Korea, Mumbai Chhatrapati Shivaji Maharaj in India, and Quito in Ecuador.
In the evaluations conducted by ACI, iGA Istanbul Airport’s strategic CX (Customer Experience) management, approach to owning the end-to-end passenger experience, feedback mechanisms, and the dissemination of customer experience culture throughout the organisation were all key factors which contributed to securing this accreditation.
Selahattin Bilgen, CEO of iGA Istanbul Airport, stated that the accreditation process conducted by ACI includes many customer-focused fundamental elements:
“The ACI Customer Experience Accreditation process is based on many fundamental customer-focused principles. These include understanding the customer, strategy, measurement, operational development, governance, airport culture, service design & innovation, and airport community collaboration. In particular, analyzing passenger needs and expectations, defining customer experience as a strategic goal, monitoring customer satisfaction and service quality, reflecting passenger feedback in operations, and developing a customer-focused culture throughout the airport are among the important requirements of this accreditation.”
Emphasising that they are the first airport in Europe to achieve this accreditation at the highest level, Bilgen added: “This success is a proof of our teams’ dedicated efforts and our determination to ensure passenger satisfaction. It also signifies the international recognition of the strong collaboration established with all stakeholders regarding customer experience at iGA Istanbul Airport. In line with our goal of continuously advancing the customer experience, we will continue our innovation and quality-focused approach.”
ACI is an organisation known for supporting the operational and sectoral development of airports and creating a global network of collaboration. This accreditation program, which focuses on customer experience, evaluates airports’ performance in terms of customer satisfaction at an international level and contributes to raising service standards.
