Quito’s Mariscal Sucre International Airport renewed Level 5 of the Airports Council International (ACI) Customer Experience Accreditation Program for the third time, the highest level of this international program specializing in the assessment of how airports manage the passenger experience.
With this renewal, Quito Airport remains among a group of only 12 airports worldwide that have achieved Level 5. In the Americas, only two airports have reached this level.
The accreditation assesses much more than passenger satisfaction. ACI evaluates whether passenger experience is embedded in the airport’s strategy and operations, how data is used to support decision-making, its capacity for innovation, its service culture, and the coordinated work among the different organizations involved throughout the passenger journey.
Under this model, employee experience is closely linked to passenger experience. Quiport also works to understand and manage the experience of its teams, based on the principle that engaged employees and an internal culture focused on service are essential to providing a better experience for those who use the airport.
“This third renewal confirms that passenger experience is not an isolated initiative, but a permanent way of managing the airport. The work begins within the organization, with engaged employees and a service-oriented culture, and extends to our passengers. It is also the result of the coordination of everyone who is part of the airport community,” said Ramón Miró, President and CEO of Corporación Quiport.
What does achieving Level 5 mean?
ACI’s Customer Experience Accreditation Program is the world’s first and only accreditation specifically designed to assess customer experience management at airports.
To achieve the highest level, an airport must demonstrate that passenger experience is fully integrated across its strategy and organizational culture, and that it has an ongoing system in place to listen to passengers, measure results, identify opportunities, and turn that information into concrete improvements.
The assessment covers, among other aspects, passenger understanding, experience strategy, measurement systems, operational improvement, governance, organizational culture, innovation, and collaboration with the airport community.
In the case of Quito Airport, ACI also verified the existence of clearly defined leadership and responsibilities, the use of quantitative and qualitative information to understand different passenger profiles, and the involvement of the companies and organizations that contribute to the airport experience.
Listening to passengers to improve their experience
Quiport uses a range of tools to understand travelers’ perceptions, expectations, and needs. The information collected helps guide decisions related to processes, infrastructure, services, accessibility, communication, and customer care.
This model also includes team training and coordination with airlines, authorities, concessionaires, and other members of the airport community, with the aim of delivering consistent experience throughout departure, arrival, and connection processes.
The third consecutive renewal of Level 5 demonstrates the continuity of this management model and Quito Airport’s commitment to the ongoing evolution of its service standards.
