Customer Experience Summit and Exhibition hosted at the world’s busiest airport last week in Atlanta

Credit: ACI World 'ACI World Governing Board gather in in Atlanta ahead of the Customer Experience Global Summit'

Last week, Airports Council International (ACI) World opened its annual ACI World Customer Experience Summit and Exhibition in Atlanta. The event was hosted by Hartsfield-Jackson Atlanta International Airport (ATL), the world’s busiest airport with nearly 105 million passengers in 2023. Over 600 delegates from over 65 countries attended the summit, including government officials, travel agencies, and senior executives from the airport and aviation sectors.

The summit lasted from 23 to 26 September, with the theme “The Airport and Beyond: All for the Travel Journey,” focused on the evolving travel ecosystem and customer experiences. Hartsfield-Jackson Atlanta International Airport Interim General Manager Jan Lennon said: “We are honoured to host the ACI World Customer Experience Summit and Exhibition. As the world’s busiest airport, exceptional customer service is the cornerstone of our mission. At ATL, we are uniquely positioned to spearhead discussions on how airports can adapt and innovate to meet the dynamic needs of our customers and the evolving aviation landscape.

“This summit serves as a vital platform for global thought leaders to exchange insights and pioneer ideas that will redefine the future of travel, ensuring that the customer journey remains seamless and enriching from beginning to end.”

What were the highlights of the summit?

• Keynote by Ed Bastion, CEO of Delta Air Lines, sharing his insights on the future of travel.
• Expert panels featuring global airport leaders like Dubai Airport CEO Paul Griffiths and Deborah Flint, WGB Member, President, and CEO, Toronto Pearson International Airport.
• Cutting-edge innovations from leading companies such as Uber, Plaza Premium Group, and Moment Factory, showcased the future of travel technology.
• Gala Dinner honouring the winners of the prestigious Airport Service Quality (ASQ) Awards, together with Amadeus. The ASQ program is the world’s leading airport passenger satisfaction program with over 400 participating airports in 95 countries.
• Discussions on how airports like ATL are navigating trends, from workforce dynamics and accessibility to the rise of AI-powered travel solutions.
• An exhibition hall filled with pioneering solutions designed to enhance the airport experience and cater to modern air travel needs.