The Airport Customer Experience Specialist

Have you considered the ACI Airport Customer Experience Specialist course? It’s an introductory level course that provides you with foundational knowledge on designing, building, and implementing a customer experience strategy for your airport.

This designation is required in level 2, 3, 4 and 5 of the ACI Customer Experience Accreditation Programme.

You’ll gain an understanding of:

• The roles and responsibilities of a customer experience professional involved in customer experience management.
• The key competencies that contribute to a customer experience programme.
• The concepts behind the eight (8) domains of the airport customer experience model.
• How to accompany the airport towards customer experience accreditation.

Why Should you Enrol?

Occasionally passengers are not satisfied with their customer experience journey despite your best efforts to remove pain points. Customer satisfaction is closely connected to their experience with you, which includes expectations and feelings and emotions. In today’s challenging and complex environment, airports should be looking for ways to give passengers the best experience possible.

Who Should Enrol?

• Airport Customer Service and/or Operations Directors, Managers, Officers and Staff
• Airport Marketing and Commercial Managers and Staff
• Airport Public Affairs and Communications Directors, Managers and Staff
• Airport Security Managers, Supervisors and Staff
• Supervisory and Managerial Airport Staff who have external and/or internal customers

Other Customer Experience Courses Available

Discover additional courses to elevate the customer journey experience at your airport.

Certificate in Airport Accessibility

Our Certificate in Airport Accessibility is designed to assist you to make your airport more accessible for persons with disabilities, including those with reduced mobility.

Aviation Service Excellence While Physical Distancing

Our Aviation Service Excellence While Physical Distancing will give you and your personnel the skills to provide the highest level of service while respecting physical distancing. Moreover, it will provide aviation employees with the confidence to deal with customers appropriately as we adjust to the new ‘normal’.

Disability Sensitivity Training

Our Customer Service for Travellers with Disabilities course covers various communication methods with people with hearing loss, vision loss, speech disabilities and cognitive disabilities, and those with service animals.