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 point of view.
- The airport increased internal transparency by sharing “Voice of the Customer” reports across departments.
- It also worked closely with service partners to build a more coordinated and guest-focused environment.
As the airport continues to scale up its customer offering, airlines are also expanding their networks. Etihad Airways has recently added new destinations from the UAE capital, with first flights scheduled on November this year. Air Arabia now operates more frequent flights to Baku and Tbilisi, making travel options broader and more flexible for UAE residents and visitors.
