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KAA Receives International Recognition from Airports Council International

Airports Council International (ACI) – the voice of world airports- has recognised Kenya Airports Authority (KAA) in its World’s Voice of the Customer Initiative.

This initiative recognises airports that continued to prioritise their customers and remained committed to ensuring that their voice was heard during the Covid-19 pandemic in 2020.

The recognition is a testament to KAA’s deliberate commitment to service excellence.

ACI’s Airport Service Quality (ASQ) is a world-renowned and globally established global benchmarking programme which measures passengers’ satisfaction whilst they are travelling through an airport.

Jomo Kenyatta International Airport-Nairobi and Moi International Airport – Mombasa have participated in the ASQ programme for over ten years.

While officially writing to the authority on the recognition yesterday, ACI World Director General, Luis Felipe de Oliveira congratulated KAA for its efforts in improving passenger experience.

“Your airports have made significant efforts in gathering passenger feedback through ACI’s Airport Service Quality program and this will help you better understand your customers and will inform your commitment to delivering a superior customer experience under trying circumstances,” Mr. Felipe de Oliveira said.

Kenya Airports Authority’s acting Managing Director, Alex Gitari noted that the recognition was timely adding it comes at a time when Jomo Kenyatta and Moi International Airports are undergoing major rehabilitation works set to improve on passenger experience.

“We are employing the industry’s best practice as we seek to adopt a seamless passenger experience at our airports – to provide a safer, smoother and more streamlined airport journey, from check-in to boarding,” Mr. Gitari stated.

Gitari noted that ACI’s Customer Experience Accreditation programme offers a structured path for the organisation to hone the knowledge and skills to ensure achievement of the vision to provide stress-free travel to customers.

He stressed that this is vital as travel recovers to further ensure customers travel stress free during this current Covid-19 pandemic environment and added KAA has put in place World Health Organization (WHO) and International Civil Aviation (ICAO) health recommended protocols in place.

“We are also in the process of attaining ACI’s Airport Health Accreditation (AHA); a global benchmark, independently assessing an airport’s alignment with ACI Aviation Business Restart and Recovery Guidelines and the International Civil Aviation Organisation (ICAO) Council’s Aviation Restart Task Force recommendations, as well as industry best practices, in the fight against the spread of Covid-19,” he concluded.


by Alice Gworo



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