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Queen Alia International Airport (QAIA) in Jordan has received the Level 1 Customer Experience Accreditation from Airports Council International (ACI), the global trade representative of airport authorities.

The accreditation programme was developed last year to set a common definition and framework for managing customer experience.

It is part of ACI’s Airport Service Quality (ASQ) programme, which aims to guide airports to identify short and long-term practices and approaches to increase customer satisfaction.

Complementary to the current ASQ surveys, the accreditation serves as a new quality management standard to assess the process rather than the outcomes of customer experience management.

QAIA is managed by Airport International Group (AIG).

AIG CEO Nicolas Claude said: “Customer experience and satisfaction are directly correlated. This fact is more relevant today than ever before within the airport industry, which is why we continuously strive to meet the practical expectations of our passengers.

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“The launch of the Customer Experience Accreditation has been much anticipated and we are honoured to have been among the first airports in the Middle East to receive this recognition. We look forward to achieving the next levels of this global programme so we may continue to shape positive and memorable travel experiences for those passing through QAIA.”

In January last year, the European Bank for Reconstruction and Development (EBRD) completed the purchase of an indirect equity stake in AIG.

AIG was established in Jordan in 2007 and operates as a private shareholding company. It was awarded a 25-year build-operate-transfer (BOT) concession by the Government of Jordan for the rehabilitation, expansion, and operation of QAIA.