Malta International Airport achieves Level 4 Certification in customer experience

Malta International Airport (MIA) has reached a significant milestone by earning a Level 4 Certification in the Airports Council International (ACI) World Airport Customer Experience Accreditation Programme.

This certification makes MIA the second airport in Europe,  following Istanbul Airport, and the fifth airport worldwide.

In July, MIA was given the Best Airport Award in the five to 10 million category by the same council.

Reaching Level 4 means that the airport has established a customer experience culture and that all employees contributed to the understanding, improving, and shaping of the passengers’ journey.

Furthermore, it also means that executives considered customer experience as a major source of profit and are engaging all stakeholders to participate in airport community initiatives to delight airport customers.

The accreditation process

ACI represents over 500 airports in 55 countries and its members facilitate over 90 per cent of commercial air traffic in Europe.

Its World Airport Customer Experience Accreditation Programme was launched to provide a framework that helps airports manage and improve the overall traveller experience.

The programme evaluates airports across various criteria, including customer feedback, employee engagement, and operational efficiency.