The Airports Council International (ACI) World recently held its annual Customer Experience Summit and Exhibition in Atlanta, a bustling hub for global air travel. Hosted by Hartsfield-Jackson Atlanta International Airport (ATL), the world’s busiest airport with nearly 105 million passengers in 2023, the event aimed to improve both customer and employee experiences within the aviation industry.
This prestigious gathering drew together over 600 delegates from more than 65 countries, including government officials, travel agencies, and top executives from airport and aviation sectors worldwide.
The event kicked off with insightful speeches from Atlanta Mayor Andre Dickens, Hartsfield-Jackson ATL Interim General Manager Jan Lennon, ACI World Chair Candace McGraw, ACI North America President & CEO Kevin M. Burke, ACI World Director General Justin Erbacci, and ACI World Immediate Past Director General Luis Felipe de Oliveira.
A highlight of the summit was the focus on ACI’s ASQ program, a globally recognized benchmark for airport customer experience. This program, which conducted nearly 600,000 surveys across over 30 key performance indicators last year, evaluates and analyzes critical aspects of airport operations, offering invaluable insights into the current state and future trajectory of air travel. The fact that over half of the world’s travelers pass through ASQ airports underscores the program’s vital role in shaping the future of the aviation industry.
The ACI World Customer Experience Summit serves as a platform for industry leaders to engage in discussions, share innovative ideas, and collaboratively shape the future of air travel. With its focus on customer and employee satisfaction, the summit reaffirms the importance of providing seamless and enjoyable travel experiences for passengers worldwide.
