Queen Alia International Airport stands out for passenger satisfaction and service excellence

With customer satisfaction high on its priorities checklist, Queen Alia International Airport has gone to great lengths over the past decade to ensure its new terminal delivers a welcoming, comfortable and authentically Jordanian travel experience at the heart of the Middle East. Nicolas Claude, CEO of Airport International Group explains more.

After assuming the responsibility of rehabilitating, expanding and operating the Hashemite Kingdom of Jordan’s Queen Alia International Airport (QAIA) in 2007, Airport International Group acknowledged that a premium customer experience would be the ultimate measure of success for this mega project.
In ensuing years, QAIA made significant turnarounds in its infrastructure and offerings, which led to it becoming an international award-winning airport frequently praised for its excellent service quality.

Global and domestic connectivity

As the largest international airport in Jordan – which sits at the crossroads of Asia, Africa and Europe – QAIA is aptly positioned to link passengers from one corner of the world to the other. Leveraging this unique advantage, QAIA continuously adds to its network regional and international airlines – both full service and low‑cost – that offer convenient one‑stop connections to major cities around the globe, making it easier and more affordable for travellers worldwide to visit Jordan and the Levant for both business and leisure.

Situated only 35km from the centre of the capital Amman, QAIA presents tourists with quick and easy access to numerous scenic historical, natural and cultural sites in the kingdom such as the Dead Sea, Madaba and Jerash, as well as flights to southern Jordan, where tourists can enjoy the coastal city of Aqaba on the Red Sea, Petra and Wadi Rum.

World-class services and facilities

As custodian of Jordan’s prime gateway to the world, Airport International Group made considerable upgrades within QAIA to improve the overall passenger experience. Upon inaugurating the new terminal in 2013 and its expansion in 2016, QAIA released a slew of top-tier services and facilities such as an expanded area, increased annual capacity from 3.5 million passengers to up to 12 million passengers and a doubling of active gates from 13 to 25.

To further drive passenger satisfaction, QAIA set up a wide range of F&B and retail options, lounge and transit hotel, clear signage for easy wayfinding, numerous flight information screens, fast and reliable complimentary Wi-Fi, charging stations, adequate seating in waiting areas, as well as multiple carpark categories and meet and assist services.

Pair those with the warm hospitality for which Jordan is renowned the world over, QAIA is made to feel like home from the moment passengers enter to the moment they leave, thanks to a predominantly Jordanian airport community that creates a safe and welcoming environment.

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