Zayed International Airport Awarded Level 3 Customer Experience Accreditation by ACI World

Zayed International Airport Attains ACI Level 3 Accreditation for Advancing Customer Experience

Zayed International Airport (AUH) has attained Level 3 accreditation in the Airports Council International (ACI) Customer Experience Accreditation programme, marking a step forward in the airport’s approach to enhancing guest services.

Awarded in July 2025, this Level 3 status follows the successful renewal of Levels 1 and 2. It highlights the airport’s efforts to integrate customer experience across operations and improve its responsiveness to traveller expectations.

The accreditation comes amid continued growth in passenger traffic, with AUH handling 15.5 million passengers in the first half of 2025, a 13.2% increase compared to the same period in 2024. This follows year-on-year growth of 28.1% in 2024 and 44.5% in 2023. As passenger volumes increase, the airport is adjusting its service strategies to align with rising demand.

Elena Sorlini, Managing Director and CEO of Abu Dhabi Airports, said: “This recognition from ACI coincides with 17 quarters of steady growth, including solid results in the first half of 2025. As we extend our reach to more destinations, enhancing the guest experience remains central to our approach. Achieving Level 3 accreditation reflects our efforts to support both operational growth and service quality.”

The ACI Customer Experience Accreditation is a structured global programme that evaluates how airports incorporate guest experience into their strategic and day-to-day functions. Level 3 requires demonstrable progress in applying guest insights to operations and decision-making.

To meet the requirements, Zayed International Airport implemented several initiatives. These included launching dedicated passenger focus groups to gather feedback on travel expectations and preferences, as well as a guest shadowing programme that allowed employees to follow the passenger journey first-hand, improving their understanding of traveller needs.

The airport also enhanced internal communication through the regular sharing of Voice of the Customer reports and improved coordination with stakeholders and service partners to align on service standards.

By involving employees, stakeholders, and passengers in shaping service delivery, AUH continues to promote a more inclusive and responsive operational environment. This accreditation supports its efforts to build an adaptable and guest-focused approach to airport management.