Macau International Airport Successfully Upgraded ACI Airport Customer Experience Accreditation to Level 2

2022-07-15

Macau International Airport (MIA) has successfully upgraded the Airport Customer Experience Accreditation (ACE) to Level 2, as awarded by Airport Council International (ACI) on 12th July 2022, which affirmed the effort of Macau International Airport on enhancing quality of customer experience.

The Airport Customer Experience Accreditation program is developed by ACI for all its member airports as the first customer experience accreditation in aviation industry. The program provides airports the assessment on their current customers experience management and the measurement on how the customer experience will be improved with relevant entities.

Throughout the past year, Macau International Airport continued implementing the epidemic prevention and control measures while constantly optimizing the quality of customer service to provide the passenger a safe and even more comfortable waiting environment. MIA started preparation work for upgrading the Airport Customer Experience Accreditation from April 2022 and submitted a formal proposal in June 2022 for level 2 verification. The evaluation was carried out from six aspects, namely Customer Understanding, Strategy, Measurement, Operational Improvement, Governance and Airport Culture. On 12th July 2022, Macau International Airport was officially awarded the Airport Customer Experience Accreditation - Level 2 by ACI, this is a great achievement signifying MIA’s focus on continuous improvement of customer experience and services.

Macau International Airport would also like to express its appreciation to all stakeholders and airport staff for their continuous efforts and professionalism have made this accreditation possible. MIA will strive to continue to pursue higher standards in customer experience for the benefit of the passengers and the region without loosing sight of the immediate focus of fighting the pandemic together with our partners.