Nairobi, Kenya (PANA) - The Airports Council International (ACI) has recognized Kenya Airports Authority (KAA) in its World's Voice of the Customer Initiative.
KAA is the State airports management body.
On Friday, KAA said the initiative recognizes the airports that continued to prioritize their customers and remained committed to ensuring that their voice was heard during the coronavirus pandemic in 2020.
The recognition is a testament to KAA’s deliberate commitment to service excellence, the authority said.
ACI’s Airport Service Quality (ASQ) is a world-renowned and globally established global benchmarking programme which measures passengers’ satisfaction whilst they are travelling through an airport.
Jomo Kenyatta International Airport Nairobi and Moi International Airport Mombasa have participated in the ASQ programme for over 10 years.
While officially writing to the authority on the recognition, ACI World Director General, Luis Felipe de Oliveira, congratulated KAA for its efforts in improving passenger experience.
“Your airports have made significant efforts in gathering passenger feedback through ACI’s Airport Service Quality programme and this will help you better understand your customers and will inform your commitment to delivering a superior customer experience under trying circumstances,” Felipe de Oliveira said.
Kenya Airports Authority’s acting Managing Director, Alex Gitari, noted that the recognition was timely; coming at a time when Jomo Kenyatta and Moi International Airports are undergoing major rehabilitation works set to improve on passenger experience.
''We are employing the industry’s best practice as we seek to adapt a seamless passenger experience at our airports to provide a safer, smoother and more streamlined airport journey, from check in to boarding.
ACI’s Customer Experience Accreditation programme offers a structured path for us to hone the knowledge and skills to ensure that we achieve our vision to provide stress free travel to our customers; this is vital as travel recovers,'' Gitari stated
To further ensure our customers travel stress free during this current coronavirus environment, KAA has put World Health Organization (WHO) and International Civil Aviation (ICAO)-health recommended protocols in place.
-0- PANA DJ/VAO 19Feb2021