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AIG achieves 'ACI Customer Experience Accreditation' for QAIA

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16:37 May 24, 2026 |
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AMMAN — Airport International Group (AIG), the Jordanian company operating Queen Alia International Airport (QAIA), has announced that the airport has earnedLevel 4 accreditation under the Airports Council International (ACI) Airport Customer Experience Accreditation programme.

This achievement highlights the advanced maturity of customer experience management at Jordan’s prime gateway and marks the first time QAIA has received this recognition.

The Level 4 Customer Experience Accreditation is awarded only to airports that successfully integrate customer-centric strategies across their entire organisational culture.

By prioritising the "Voice of the Customer," AIG ensures that traveller feedback directly influences airport operations, innovation, and long-term strategy.

As the only 360-degree accreditation for airport customer experience, the ACI programme evaluates eight key domains, including strategy, governance, and employee engagement.

QAIA’s success in these areas demonstrates a unified effort to provide an environment where passengers feel valued and comfortable.

Chief Executive Officer of Airport International Group, Nicolas Deviller, commented, “Reaching Level 4 Customer Experience Accreditation is a major accomplishment for the entire team and our partners. It reflects our deep-seated commitment to service excellence and our vision of making Queen Alia International Airport a welcoming home for every traveller.”

Deviller added “Customer experience remains at the heart of our strategy, guiding how we design services, enhance our facilities, and collaborate across the airport ecosystem to anticipate and meet travellers’evolving needs.”

“This recognition encourages us to continue raising our ambitions and delivering a seamless, world-class experience at Jordan’s prime gateway to the world.” CEO added.

Under AIG’s management, QAIA has consistently demonstrated operational excellence. This latest accreditation joins a prestigious list of honours from ACI, including multiple Airport Service Quality (ASQ) awards and high-level Carbon Accreditations, reinforcing QAIA's standing as a leading regional hub.

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