Nadi International Airport (NAN), Fiji’s primary aviation hub, has been awarded the Airports Council International (ACI) Airport Customer Experience Level 1 Accreditation. This accreditation highlights Fiji Airports’ ongoing efforts to enhance the passenger experience and deliver exceptional service to travelers.

What is the ACI Airport Customer Experience Accreditation?

The ACI Airport Customer Experience Accreditation is a globally recognized certification program designed to assess and improve the customer experience at airports worldwide. This program evaluates airports across five progressive levels, with each level focusing on different aspects of customer service and satisfaction.

The Level 1 Accreditation awarded to Nadi International Airport emphasizes three key pillars of airport management: Customer Understanding, Strategy, and Measurement. Achieving this accreditation confirms that the airport is committed to continually improving customer satisfaction and aligning its practices with international best standards.

Nadi International Airport’s Achievement

The announcement of Nadi International Airport’s Level 1 Accreditation was made official at a ceremony in China, where Fiji Airports was represented by Priti Singh, Manager of Airport Landside Operations & Customer Service, and Elina Nailatikau, Manager of Marketing & Brand. The achievement places Nadi International Airport on the map as a leading example of customer-focused service in the Pacific region.

This milestone is the result of ongoing efforts by Fiji Airports to ensure that the airport meets the evolving expectations of travelers. By focusing on customer understanding, strategy, and performance measurement, the airport has established a solid foundation for enhancing its services over time.

ACI’s Global Perspective on Passenger Experience

Justin Erbacci, Director General of ACI World, emphasized the growing importance of passenger experience within the airport industry. He stated, “Passenger experience is at the core of everything airports do. It shapes how travelers feel, influences their memories of the journey, and leaves a lasting impression long after they’ve departed.”

The ACI Airport Customer Experience Accreditation is the first global initiative dedicated to advancing airport customer experience management. Earning this accreditation reinforces Nadi International Airport’s commitment to improving customer satisfaction and meeting the dynamic demands of international travelers.

Fiji Airports’ Commitment to Exceptional Service

Fiji Airports CEO, Mesake Nawari, expressed pride in the achievement, stating that it clearly demonstrates how customer experience is central to the airport’s operations. “This award underscores our efforts to understand passenger expectations and feedback,” Nawari said. “It also reflects our commitment to improving service delivery through tools like the ACI Airport Service Quality (ASQ) survey, a global benchmarking program that tracks passenger satisfaction and ensures continuous improvement.”

Nawari further added that this accreditation recognizes the dedication of the airport staff, who play a critical role in creating memorable experiences for travelers. “From airline check-in counters to duty-free shops, and from passenger assistants to security officers, each member of the team contributes to delivering the unique Bula Experience that Fiji is known for.”

The Bula Experience: A Unique Airport Culture

The “Bula Experience” is a core part of Fiji’s airport culture, reflecting the warmth and hospitality that Fiji is renowned for. Every day, the airport’s staff goes above and beyond to ensure travelers feel welcome and valued. The Level 1 accreditation affirms that the airport’s approach to customer service is on the right track and will continue to evolve as passenger needs change.

From the moment passengers check in at the airline counters to the time they shop for locally made handicrafts or enjoy a cup of Fijian coffee, the customer experience at Nadi International Airport is designed to showcase the unique culture and friendliness of Fiji.

Positioning Nadi International Airport as a Regional Leader

This achievement also signals Fiji Airports’ broader vision to position Nadi International Airport as a regional leader in customer service and an essential hub in the Pacific. In line with its vision, “To Be the World-Class Aviation Hub for the Blue Pacific,” the airport is focused on maintaining high service standards while adapting to the evolving global travel landscape.

As competition among airports intensifies worldwide, delivering an exceptional customer experience is becoming increasingly vital. Nadi International Airport’s commitment to improving service quality will play a crucial role in maintaining its appeal as a top destination for tourists and a major transit point for regional and international flights.

The Road Ahead for Fiji Airports

With the Level 1 Accreditation now in hand, Fiji Airports looks forward to continuing its efforts in enhancing the customer experience. Future improvements will focus on streamlining processes, gathering more passenger feedback, and continually refining services to meet the changing needs of travelers.

Fiji Airports’ achievement in obtaining this global accreditation demonstrates a clear commitment to delivering excellent customer service. As Nadi International Airport continues to evolve, it will remain focused on providing travelers with a world-class airport experience, setting the bar high for the Pacific region.

The post Nadi International Airport in Fiji Achieves ACI Customer Experience Level One Accreditation: New Update appeared first on Travel And Tour World.