iGA Istanbul becomes first European airport to reach top ACI customer experience accreditation level

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.

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