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Abu Dhabi's Zayed International Airport (AUH) has reached a significant milestone by securing Level 3 accreditation in the Airports Council International (ACI) Customer Experience Accreditation programme, awarded in July 2025. This achievement highlights the airport’s unwavering commitment to delivering world-class guest experiences and reflects its progress in integrating customer experience into every facet of operations, placing passengers at the core of its service philosophy.
The accreditation comes amid strong passenger growth, with AUH welcoming 15.5 million passengers in the first half of 2025—a 13.2% year-on-year increase. This follows impressive growth rates of 28.1% in 2024 and 44.5% in 2023. Elena Sorlini, Managing Director and CEO of Abu Dhabi Airports, noted, “As we celebrate 17 consecutive quarters of growth, including a strong performance in the first half of 2025, we remain sharply focused on enhancing the guest experience. Achieving Level 3 accreditation demonstrates our ability to balance expansion with service excellence.”
To earn the Level 3 status, AUH introduced several passenger-centric initiatives praised by ACI. These include dedicated passenger focus groups to gather traveller insights and a guest shadowing programme where staff experience the end-to-end airport journey from a passenger’s viewpoint. Enhanced collaboration is fostered through internal sharing of Voice of the Customer reports and strong cooperation with service partners, embedding a customer-centric approach across the operational ecosystem.
The ACI accreditation, the only global programme evaluating how airports integrate customer experience into their core strategies, reflects a deeper cultural transformation at Zayed International Airport. Employees, stakeholders, and passengers actively contribute to shaping the guest journey, underscoring a commitment to continuous improvement.
This achievement reaffirms Abu Dhabi Airports’ vision of elevating every passenger touchpoint through innovation, collaboration, and service excellence, setting new benchmarks in the global aviation industry.