Nadi International Airport achieves ACI Customer Experience Level 2 Accreditation

Nadi International Airport has achieved Level 2 of the Airports Council International (ACI) Customer Experience Accreditation Programme, marking another important milestone in Fiji Airports’ commitment to improving the passenger experience at Fiji’s main international gateway.

The accreditation independently recognises Nadi International Airport’s progress in strengthening how passenger feedback and customer insights are used to guide improvements across airport operations.

Building on the Level 1 accreditation achieved last year, Level 2 reflects a more structured approach to understanding passenger needs, identifying areas for improvement and turning those insights into practical action.

Fiji Airports Chief Executive Officer, Mesake Nawari, said the achievement demonstrates the organisation’s commitment to putting passengers at the centre of continuous improvement.

“Every passenger’s journey through our airport matters. That means listening carefully to what our passengers are telling us, understanding where we can do better and, most importantly, acting on those insights,” Mr Nawari said.

“Achieving Level 2 recognises the progress we are making in turning passenger feedback and data into practical improvements at Nadi International Airport.

“It is also a reflection of the commitment of our people and airport stakeholders who work together every day to improve the experience of the thousands of passengers who travel through our international gateway.”

Fiji Airports uses ACI Airport Service Quality (ASQ) data, along with passenger surveys, QR feedback, complaints, Information Desk records, frontline observations, and stakeholder feedback, to better understand the passenger journey.

These insights are helping inform improvements in areas such as wayfinding and passenger information, queue monitoring and management, terminal and washroom cleanliness, seating and passenger amenities, and how Fiji Airports works with airport stakeholders to address customer concerns.

The Level 2 assessment examined customer understanding, strategy, measurement, operational improvement, governance and airport culture, as well as key elements of the passenger journey including processing, cleanliness, comfort, facilities, passenger information and staff interactions.
Mr Nawari said the accreditation was an important milestone, but the focus remained on continued improvement.

“This is part of a longer journey for Nadi International Airport. As we continue investing in our infrastructure, facilities, technology and people, we also want to make sure the passenger voice is helping shape the airport experience.

“Level 2 gives us a stronger framework to do that consistently, measure the impact of improvements and keep raising the standard of service we provide.” As Fiji’s main international aviation gateway, Nadi International Airport will continue to strengthen its customer experience alongside Fiji Airports’ wider programme of investment and improvement.