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.
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!
New report from International Airport Review: Securing Airports in an Evolving Threat Landscape
International Airport Review has brought together top voices from across the global aviation security sector, including International Civil Aviation Organization (ICAO), ACI World, Fraport, Qatar Civil Aviation Authority, Winnipeg Airports Authority, and Smiths Detection to examine today’s most pressing airport security challenges and emerging threats.
This expert-led report provides a strategic assessment of the vulnerabilities facing airports in 2025, encompassing cyber-attacks, drone incursions, evolving geopolitical risks, and emerging technologies.
The result is a practical, insightful guide to strengthening airport resilience, anticipating risks before they escalate, and keeping your airport off the front page
Download the report for free and stay ahead of the security curve – READ FOR FREE NOW!
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