Sydney Airport receives ACI Customer Experience accreditation

We’re proud to become the first Australian airport to receive Customer Experience Accreditation under a new programme by Airports Council International (ACI).

The programme, recently launched at the ACI World AGM in Hong Kong, aims to help airports assess and improve their approach to customer experience management through five levels of accreditation. It also forms part of the ACI’s renowned Airport Service Quality (ASQ) programme.

Sydney Airport contributed to the development of the programme, together with ACI and five other airports across the world, including Abu Dhabi International Airport, Milan Malpensa Airport and Hong Kong International Airport.

A recent project that was a stand out for the airport was our company-wide service excellence program, launching the Sydney Airport Service Qualities. Our four Service Qualities, caring, helpful, proactive and approachable, apply to every interaction with customers we serve, whether that’s within the business or across the airport. The qualities are part of our bigger commitment to providing an effective and consistent service experience.