AUH earns Level 3 status in customer experience excellence

Abu Dhabi: Zayed International Airport (AUH) has been awarded Level 3 accreditation under the Airports Council International (ACI) Customer Experience Accreditation programme, marking an upgrade from its previously held Level 1 and Level 2 statuses, both of which have also been renewed.

Granted in July 2025, the recognition underscores AUH’s success in embedding guest experience across every aspect of its operations—from front-line interactions to strategic planning.

The milestone comes amid sustained growth. In the first half of 2025, AUH welcomed 15.5 million passengers, a 13.2% increase year-on-year. Passenger traffic grew 28.1% in 2024 and 44.5% in 2023, contributing to 17 straight quarters of expansion.

“As we expand connectivity to meet rising demand, we remain committed to elevating the guest journey,” said Elena Sorlini, Managing Director and CEO of Abu Dhabi Airports. “Achieving Level 3 accreditation affirms our ability to pair growth with exceptional service.”

The ACI Customer Experience Accreditation is the only global framework evaluating how customer experience is integrated into airport operations and strategy. To reach Level 3, AUH implemented several initiatives praised by ACI, including:

Passenger focus groups to better understand traveller needs and behaviours.

Guest shadowing programmes allowing staff to experience the journey first-hand and identify service improvements.

Regular Voice of the Customer reports to guide cross-department collaboration. The airport also worked closely with stakeholders and service partners to ensure customer experience was a shared responsibility. Employees, partners, and travellers themselves actively shape the passenger journey at AUH.