Zayed International Airport (AUH) has officially been awarded Level 3 accreditation in the Airports Council International (ACI) Customer Experience Accreditation programme — a recognition that places it among the world’s leading airports for passenger experience. ACI Customer Experience Accreditation is the only global programme that specifically evaluates how airports handle customer experience across their strategy and day-to-day operations. To reach Level 3, Zayed International Airport implemented several new initiatives: Passenger focus groups were launched to gather insights on traveller needs and expectations. A guest shadowing programme was introduced to help staff better understand the full airport journey from a passenger’s...