San Francisco Airport recognised by ACI’s ‘Voice of the Customer’

Posted: 9 February 2021 | | No comments yet

Despite the unprecedented impact of the COVID-19 pandemic, SFO’s commitment remained the same: “To deliver an exceptional experience to our customers”.

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San Francisco International Airport (SFO) has been recognised by Airports Council International (ACI) World for their ‘Voice of the Customer’ initiative, which honours airports that continued to prioritise customers and ensure that their voice was heard during the COVID-19 pandemic.

Despite the significant challenges posed by this pandemic, SFO has continued to gather feedback from passengers using ACI’s Airport Service Quality programme.

“SFO has evolved to meet the challenges of the COVID-19 pandemic, but our commitment remains the same: To deliver an exceptional experience to our customers,” said San Francisco Airport‘s Director, Ivar C. Satero. “ACI’s Airport Service Quality programme has guided our efforts for years and, more than ever, now is the time to ensure that we meet and exceed travellers’ expectations. We are grateful for this honor from ACI World.”

“The ‘Voice of the Customer’ recognition celebrates the commitment of airports that continued listening to passengers and adapting processes and procedures to meet the changing expectations of the customer experience in response to COVID-19,” said ACI World’s Director General, Luis Felipe de Oliveira. “As our industry works towards recovery, airports that listen to – and prioritise the needs and expectations of – customers will be better-placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking, for airports to gather information on the needs and expectations of customers and help drive their performance in response.”

The Airport Service Quality (ASQ) is a world-renowned and globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport. The ASQ programme provides the research tools and management information to better understand passengers’ views and what they want from an airport’s products and services.

In December 2020, SFO received the Airport Health Accreditation from Airports Council International (ACI) World and ACI Americas. The organisation’s new Airport Health Accreditation programme evaluates new health and safety measures and procedures introduced at airports worldwide in response to the COVID-19 pandemic. Areas of assessment for accreditation include cleaning and disinfection, physical distancing, staff protection, physical layout, passenger communications and passenger facilities.

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