Munich Airport has become the first German airport to achieve Level 3 ACI customer experience accreditation certification.
Munich Airport (MUC) has become the first airport in Germany to achieve Level 3 certification within the Airports Council International Airport Customer Experience Accreditation Programme.
The accreditation recognises the airport’s continued focus on improving passenger experience, operational efficiency and service quality across the customer journey.
Munich Airport secures Level 3 customer experience accreditation
The ACI Airport Customer Experience Accreditation Programme evaluates airport strategies and operational approaches linked to passenger satisfaction and service management.
The programme uses a five level structure designed to assess how airports manage and improve customer experience throughout terminal operations and wider passenger processes.
According to Munich Airport, achieving Level 3 required implementation of a comprehensive customer experience strategy involving passengers, employees and operational partners across the airport environment.
The airport stated that passenger expectations are increasingly focused not only on efficiency and reliability, but also on comfort, service standards and overall travel quality.
Jost Lammers said the accreditation reflects the airport’s ongoing commitment as a premium hub to improving passenger processes and enhancing the overall travel experience.
Justin Erbacci said the achievement demonstrates Munich Airport’s strong commitment to service excellence, innovation and operational collaboration.
Munich Airport stated that it regularly reviews operational processes and passenger services in response to evolving traveller expectations and growing competition within the aviation sector.
The accreditation programme is currently the only airport industry scheme designed to provide a full assessment of customer experience management practices across airport operations.
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