JAKARTA – Airports Council International (ACI) World announces globally the opening of the registration of the second event of the International Experience Customer Experience Global Summit held in Bali in collaboration with Angkasa Pura Airports.
The event, which has a theme "One airport community; Many passenger journeys”, consist of a series of activities such as training, the Airport Service Quality (ASQ) international forum, the Customer Excellence Global Summit, and the annual ASQ Awards ceremony, and will be held on September 2 to September 5, 2019.
This theme is designed to enable participants to explore how airports can provide the best service to customers of different profiles, needs, and expectations as demand increases for air transportation services.
"This year's theme identifies that if there is one airport community, there are many passenger trips," said ACI World director general Angela Gittens.
"The challenge for airport managers is to provide the best customer travel experience through a stage of travel that includes various service providers, from airport operators, airlines, ground handlers, and government institutions.”
"ACI Customer Experience Global Summit opens opportunities for participants to share ideas, celebrate success, and know airport operators with the best performance based on passenger ratings on topics related to services that are crucial in this airport industry," Gittens added.
Meanwhile, Angkasa Pura Airports President Director Faik Fahmi said, "As the first airport operator in Asia Pacific appointed by ACI to host this prestigious world airport event, we are very proud to welcome the ACI delegation, together with other world airport operator companies in Bali, to discuss and share experiences related to the latest trends and challenges on customer service and increasingly dynamic customer relations in the airline industry in the present.”
The ASQ program from ACI is a globally developed program to measure customer satisfaction when they travel through an airport and provide a detailed view of customer experience through a complete trip phase at the airport. The ASQ Awards celebrate airports with the best performance that can be used as a reference in the airport industry.
For the first time, ACI will introduce the first airport to be accredited under the new accreditation program, the Airport Customer Experience Accreditation Program which was launched this year at the ACI Asia Pacific/World Annual General Assembly Conference and Exhibition at the AsiaWorld Expo in Hong Kong.
Last year's inaugural event was held in Halifax, Nova Scotia, Canada, and this year's event is expected to attract more than 400 delegates from all over the world to explore the industry best practices in providing better experiences for customers at the airport.
