Zayed International Airport in Abu Dhabi, United Arab Emirates has been awarded the “Best Airport at Arrivals Globally” title by the Airports Council International at the 2023 Airport Service Quality (ASQ) Awards.

The ASQ Award winners are selected based on the feedback provided by passengers in close to 600,000 surveys, making them the world’s best airports for customer experience.

Elena Sorlini, the Managing Director & Chief Executive Officer of Zayed International Airport, expressed her gratitude for the recognition and highlighted the honor of being chosen by the passengers.

She thanked the airport’s team for their work in ensuring the passenger’s comfort and satisfaction.

The airport’s new terminal has been designed to provide a seamless and enjoyable experience to every visitor.

The passengers’ appreciation of the efforts taken by the airport team to enhance their experience makes them immensely proud, she added.

Luis Felipe de Oliveira, the ACI World Director General, congratulated the team at Zayed International Airport for their success in the Airport Service Quality Awards.

He emphasized that the airport’s dedication to providing an excellent customer experience sets a benchmark for airports worldwide.

He also acknowledged that the airport journey isn’t just a transit at this airport but an experience crafted with care.

The ASQ initiative is the sole global benchmarking program in the airport industry that focuses on gauging passenger satisfaction during their time at the airport.

It operates across more than 400 airports globally and delivers an assessment of the quality of the customer service experience.

This program allows for a comprehensive analysis of the customer service experience at each participating airport.

Rudy Daniello, Amadeus EVP Airport & Airline Operations, suggested that airports have been using technologies like self-service and biometrics to improve the passenger experience across key airport touchpoints.

He added that the industry is now focusing on working collaboratively with airlines and other partners to manage the impact of disruption better, which is a defining issue for passengers.

He looks forward to working closely with the industry as it develops new approaches that deliver improved outcomes for passengers.

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