Malta International Airport’s efforts to better understand travelling guests’ rapidly evolving needs and expectations throughout 2020 have been recognised by Airports Council International (ACI) World.

Airports Council International World today announced the recipients of its newly launched Voice of the Customer certificate. Out of 1,933 airports worldwide represented by Airports Council International, 140 member airports received this prestigious certificate in recognition of their exceptional commitment to listening and engaging with customers during the Covid-19 pandemic.

“We are honoured to accept this certificate at a time when radical changes in consumer behaviour and priorities make it increasingly important to keep a finger on the pulse of our customers through feedback collection and analysis. I would like to thank the airport team for persisting in their efforts to continue improving the guest experience despite dwindling passenger numbers and significant challenges throughout the past year,” said Malta International Airport CEO Mr Alan Borg.

“The Voice of the Customer recognition celebrates the commitment of airports that continued listening to passengers and adapting processes and procedures to meet changing expectations of the customer experience in response to Covid-19. As our industry works towards recovery, airports that listen to – and prioritise the needs and expectations of – customers will be better placed to respond,” said ACI World Director General Mr Luis Felipe de Oliveira.

Malta International Airport collects travelling guests’ feedback primarily through the internationally recognised Airport Service Quality benchmarking survey, which provides passengers with the opportunity to rate the facilities and services provided by an airport on the day of their departure.

The monitoring and analysis of passenger feedback are driven by Malta International Airport’s Customer Experience Committee, whose members represent the company’s main departments and are responsible for the continuous improvement of the airport experience.

Published on: 08.02.2021