Zayed International Airport (AUH) has achieved level 3 accreditation in the Airports Council International (ACI) Customer Experience Accreditation program, marking a significant step forward in its strategy to deliver world-class guest services and solidifying its status as a customer-centric airport hub in the region.
The award reflects successful progression of the Zayed International Airport from Levels 1 and 2, both of which have also been renewed. This new milestone underscores the airport’s commitment to embedding customer experience into every layer of its operations, aligning service excellence with sustained growth.
The accreditation comes amid record-breaking passenger traffic, with 15.5 million passengers passing through the airport in the first half of 2025, representing a 13.2 percent year-on-year increase. This follows strong growth trends of 28.1 percent in 2024 and 44.5 percent in 2023, as Zayed International Airport expands connectivity and enhances infrastructure to meet global demand.
“This recognition from ACI comes as we celebrate 17 consecutive quarters of growth, including a strong performance in the first half of 2025. As we expand connectivity to meet rising demand, we remain sharply focused on enhancing the guest experience. Achieving Level 3 accreditation reflects our ability to deliver both growth and quality, ensuring that our customer experience evolves in step with our success.”
The ACI Customer Experience Accreditation program is the only global initiative that assesses how airports integrate guest experience into operations and strategic planning. It evaluates factors such as organizational alignment, customer understanding, and continuous improvement.
To secure Level 3 status, Zayed International Airport implemented several targeted initiatives praised by ACI. These included passenger focus groups that collected detailed feedback on traveler expectations and behaviors, along with a guest shadowing program, allowing staff to observe the entire airport journey from a passenger’s perspective.
The Zayed International Airport also improved internal alignment by regularly sharing its Voice of the Customer reports across departments and ensuring close collaboration with service partners. These efforts have cultivated a culture of shared responsibility, placing the guest at the center of every decision.
By involving employees, stakeholders, and passengers in shaping service delivery, AUH has strengthened its customer-centric approach, ensuring every touchpoint of the guest journey is continuously optimized. This latest accreditation affirms Abu Dhabi Airports’ commitment to operational excellence and innovation, as it continues to elevate passenger experience and position the UAE as a global aviation leader.
