Fiji Airports receives ACI Airport Customer Experience Level 1 Accreditation

Fiji’s primary aviation gateway, the Nadi International Airport, has achieved the Airports Council International (ACI)- Airport Customer Experience Level 1 Accreditation, recognising Fiji Airports commitment to deliver world-class passenger services.

The ACI Airport Customer Experience Accreditation is the only global certification programme dedicated specifically to airport customer experience management.

Structured across five progressive levels, the programme evaluates an airport’s practices and performance in enhancing customer experience over the long term.

Nadi International Airport (NAN) has successfully attained Level 1 Accreditation, which focuses on three foundational pillars: Customer Understanding, Strategy, and Measurement.

Representing Fiji Airports at the official presentation in China were Priti Singh, Manager Airport Landside Operations & Customer Service, and Elina Nailatikau, Manager Marketing & Brand.

ACI World Director General Justin Erbacci says passenger experience lies at the core of everything airports do and shapes how travellers feel, influences their memories of the journey, and leaves a lasting impression long after they’ve departed.

“The ACI Airport Customer Experience Accreditation program is the first global initiative focused on advancing customer experience management within the airport industry,” Mr Erbacci said.

“Earning this accreditation underscores your airport’s commitment to improving customer satisfaction and meeting the ever-changing expectations of travellers.”

Fiji Airports chief executive officer Mesake Nawari said this latest accolade demonstrates clearly that customer experience is a central focus in the airport business.

“It recognises our efforts to understand passenger expectations and feedback,” Mr Nawari said.
“The award also embeds customer focus in our strategic direction and communications, and tracks performance through the ACI Airport Service Quality (ASQ) survey, a leading global benchmarking programme that measures passenger satisfaction to ensure continuous improvement.

“This achievement also reflects the dedication of our very own staff who showcase our unique Bula Experience and airport stakeholders in placing passengers at the heart of our operations.”

At Fiji Airports, we are proud of the incredible people who bring our airports to life every single day.

From the lovely staff at the airline check-in counters who are the first to greet our passengers, to the wonderful staff showcasing and selling unique Fijian-made handicrafts, to our colleagues in the duty-free shops, and our ever-helpful passenger assistants, security officers, and terminal attendants, each playing a vital role in creating a memorable experience for travellers.

They all do a marvellous job representing the warmth, service, and true Bula Experience that Fiji is known for.
The endorsement also marks Fiji Airports commitment to positioning Nadi International Airport as a regional leader in customer experience in line with its vision To Be the World-Class Aviation Hub for the Blue Pacific.

ACI has underscored the growing importance of delivering exceptional airport experiences, especially as competition intensifies among airports to attract and retain passengers in an evolving global travel landscape.

Representing Fiji Airports at the official ASQ Awards presentation in China (L–R): Elina Nailatikau, Manager Marketing & Brand, and Priti Singh, Manager Airport Landside Operations & Customer Service.