iGA Istanbul becomes first European airport to reach top ACI customer experience accreditation level
Posted: 11 June 2025 | Gabriel Higgins | No comments yet
iGA Istanbul Airport is the first in Europe to achieve ACI’s highest customer experience level, recognising its strategic passenger-first approach.
Credit: iga Airport
iGA Istanbul Airport (IST) has become the first in Europe to achieve Level 5 in Airports Council International’s (ACI) Airport Customer Experience Accreditation programme, marking a major milestone in customer service excellence.
iGA Istanbul Airport sets a new benchmark in Airport Customer Experience with top ACI accreditation
This top-tier recognition places iGA among only four airports globally to reach Level 5, alongside Incheon (South Korea), Mumbai Chhatrapati Shivaji Maharaj (India), and Quito (Ecuador). The award acknowledges iGA’s commitment to continuously improving passenger experience through strategic management and a strong customer-focused culture.
ACI’s evaluation highlighted iGA’s comprehensive approach to managing the entire customer journey. Key elements included effective feedback systems, the embedding of customer experience across all operations, and proactive engagement with the airport community.
Join us live: Shaping the Next Generation of Hold Baggage and Air Cargo Screening
Join us live for an insightful webinar on 11th December at 14:00 GMT, in collaboration with Smiths Detection, as we explore the strategic balance of operational efficiency, regulatory compliance, and sustainability in high-volume security environments.
This session offers a focused look into future-proofing your security strategy.
Key learning points
- Cost Reduction: Strategies to minimize bag travel time while simultaneously reducing operational costs.
- Regulatory Roadmap: Insights into the next wave of regulatory changes and their impact on future investment decisions.
- Sustainable Systems: Practical approaches to building sustainability into security systems and lowering the total cost of ownership (TCO).
- Scalable Solutions: Real-world examples of scalable systems supporting current airport growth and preparing for tomorrow.
Register now for expert insights, case studies, and actionable strategies on operational efficiency!
Selahattin Bilgen, CEO of iGA Istanbul Airport, said:
“The ACI Customer Experience Accreditation process is based on many fundamental customer-focused principles. These include understanding the customer, strategy, measurement, operational development, governance, airport culture, service design & innovation, and airport community collaboration. In particular, analysing passenger needs and expectations, defining customer experience as a strategic goal, monitoring customer satisfaction and service quality, reflecting passenger feedback in operations, and developing a customer-focused culture throughout the airport are among the important requirements of this accreditation.”
Bilgen added: “This success is a proof of our teams’ dedicated efforts and our determination to ensure passenger satisfaction. It also signifies the international recognition of the strong collaboration established with all stakeholders regarding customer experience at iGA Istanbul Airport. In line with our goal of continuously advancing the customer experience, we will continue our innovation and quality-focused approach.”
ACI’s global programme supports airports in developing passenger-centred strategies and raising service standards worldwide. iGA’s achievement strengthens its position as a world-leading aviation hub committed to excellence.
Stay Ahead in Aviation — Subscribe for Free!
Get exclusive access to the latest aviation insights from International Airport Review — all tailored to your interests.
✅ Expert-Led Webinars – Learn from industry leaders
✅ Weekly News & Reports – Airport updates, thought leadership, and exclusive interviews
✅ Event Invitations – Be part of the International Airport Summit
✅ Partner Innovations – Discover the latest industry trends
Choose the updates that matter most to you. Sign up now and stay informed, inspired, and connected — all for free!
Thank you for being part of our community. Let’s keep exploring the future of aviation together!
The International Airport Summit is open for registration!
Date: 19 – 20 November 2025
Location: JW Marriott Hotel Berlin
At our flagship event of the year, we will dive into the future of airport operations, with expert-led sessions on passenger experience, innovative smart technologies, baggage handling, airside operations, data, security, and sustainability.
This is where global airport leaders come together to share insights, challenges, and real-world solutions.
Limited complimentary passes are available for eligible professionals – first come, first served!
Related topics
Airport development, Airport leadership, Conferences and events, Data, Innovation, Operational efficiency, Passenger experience and seamless travel, Regulation and Legislation, Social responsibility, Sustainability
Chief Executive Officer
CEO
Chief Operating Officer
Head of Operations, Safety and Emergency
Chief Strategy Development Officer
Head of Operations
Airport General Manager
CEO
Chief Executive Officer