Sharjah International Airport has achieved Level 3 accreditation under the Airports Council International (ACI) Customer Experience Accreditation Programme, marking a significant milestone in its pursuit of enhancing passenger experience across its operational services. This accomplishment underlines the airport’s unwavering commitment to excellence in service delivery and its ambition to position itself as a premier travel hub that balances operational efficiency with passenger comfort.
A Continuous Journey of Improvement
This recent recognition follows a dedicated path of enhancing passenger experience, starting with an initial Level 1 accreditation in 2022. The airport focused on establishing a culture of listening to travellers, measuring their satisfaction, and understanding their needs. It progressed to Level 2 accreditation in 2023 by developing and implementing a comprehensive customer experience strategy across various departments. The renewal of this Level 2 status in 2025 further demonstrates the airport’s ongoing commitment to improving service quality, culminating in the achievement of Level 3 in 2026. This level signifies the practical application of customer experience strategies through developmental initiatives and employee and partner engagement in refining passenger journeys.
Supporting Comprehensive Customer Experience Management
The ACI programme aims to assist airports in advancing their customer experience management through an integrated evaluation and training framework that encompasses staff and partners, while also enhancing competencies. It stands out as the only programme within the airport sector that offers a holistic assessment of passenger experience management processes across the entire airport.
Passenger-Centric Operations
Ali Salem Al Midfa, Chairman of Sharjah International Airport Authority, highlighted that this accreditation reflects the authority’s ongoing dedication to making passenger satisfaction a central focus in their operations and services. This aligns with their strategy to provide a seamless travel experience that prioritises quality and excellence, enhancing Sharjah’s reputation as a leading destination for travel, tourism, and business. The Airport’s attainment of Level 3 confirms its capability to effectively gather and analyse passenger feedback, transforming it into measurable improvements in collaboration with various partners, thus elevating service standards across the airport community.
Holistic Assessment and Feedback Utilisation
The accreditation process included evaluating the mechanisms in place for collecting passenger feedback and utilising it, as well as the effectiveness of coordinating with service providers. This ensures a smooth travel experience right from arrival at the airport to departure, thereby fostering a welcoming and efficient travel environment that caters to the expectations of diverse travellers. The enhancement of customer experience remains a pivotal priority for Sharjah International Airport, as it continues to launch initiatives that enrich the passenger journey and embody the values of hospitality and welcome for which Sharjah is renowned.
Implementing Effective Initiatives
To achieve Level 3, Sharjah International Airport has implemented a series of initiatives aimed at better understanding traveller expectations. This includes refining tools for gathering customer feedback, enabling swift identification of improvement opportunities and prompt responses to suggestions. The airport has also expanded its collaboration with airlines, ground service providers, and other partners to ensure a consistent level of service throughout all stages of the journey.
A Culture of Responsibility and Collaboration
Regular reports on passenger satisfaction are disseminated across various airport departments, aiding teams in identifying strengths and opportunities for enhancement. Additionally, employees from different sectors within the airport community are actively involved in supporting the passenger experience, reinforcing a corporate culture grounded in shared responsibility towards service quality.
The ACI Customer Experience Accreditation Programme was launched to help airports measure and improve the quality of the passenger experience. It allows airports to explore new ways to manage passenger journeys, establish clear action plans, and leverage specialised expertise, practical tools, and learning opportunities. The programme also fosters collaboration among partners to enhance the passenger experience and accentuates the commitment of airports to the communities they serve, while improving customer satisfaction levels through operational development and the adoption of best practices.