03 Sep 2019Back to List
NUSA DUA - Airport Council International (ACI) World has begun its second annual ACI Customer Experience Global Summit which aims to share best practices in the airport industry and emerging trends related to the experience of airport service users.
Welcoming the delegates, ACI World Director General Angela Gittens thanked the event organizer Angkasa Pura Airports, and emphasized the importance and benefits of the meeting in the Asia Pacific region.
"I thank Faik Fahmi, President Director of Angkasa Pura Airports, who very well prepared and organized this international meeting," Gittens said.
"Angkasa Pura Airports has prepared this event extraordinarily well, in accordance with the service standards of users of the Angkasa Pura Airports airport services. We are fortunate to be able to gather in Indonesia and in the Asia Pacific region, home to some of the most dynamic cities, fastest growing economies and airports. This region is also home to the second largest Airport Service Quality (ASQ) membership, which shows the commitment of airports in the region to customer service excellence.”
Meanwhile, Faik said, "We are very pleased to welcome the delegates of the 2019 ACI Custumer Experience Global Summit in Bali. We are also very proud to be appointed as the first airport operator in Asia Pacific to organize this prestigious event and share our experiences in managing customer experience at 14 airports managed by Angkasa Pura.”
"We hope the delegates can enjoy Bali and hopefully this two-day summit can provide many benefits, one of which is building stronger collaboration between world airport operators in order to provide the best experience for airplane passengers from all over the world”.
Angela Gittens explained the theme of the "One Airport Community, Many Passenger Journey" activity that provided an overview of the program and content of the summit.
"In a changing and increasingly competitive environment, airports are faced with changing customer expectations through different service providers under one airport community. At the same time, airport managers serve diverse passengers with different profiles, destinations and expectations,” Gittens said.
"This year's theme raises various factors and we are fortunate to have various speakers from all over the world at this event to share experiences and information about best practices and emerging trends related to customer experience. This program displays how the annual ACI Customer Experience Summit event as an international event and how airport managers in every region in the world share the shared value of placing passengers first.”
Gittens added the ACI Customer Experience Accreditation Program helped airport operators assess and improve their approach to customer experience management and identify new practices that can be developed in the short and long term, for development through accreditation levels.
"All sessions are directed at this accreditation program and we will hear the experience of airport operators participating in this accreditation program when trying and the learned lessons. In addition, we celebrate the first batch of accredited airports tonight at the Gala Dinner at the Customer Experience Accreditation ceremony."