The ACI Airport Customer Experience Accreditation Programme is the only global framework in the airport industry that offers a comprehensive, end-to-end assessment of customer experience management. It evaluates airports across key areas such as customer insight, strategy, service design, operations, culture, and collaboration, providing a structured approach to enhancing the passenger journey.
The framework spans five progressive levels, with Levels 4 and 5 recognising a fully integrated and mature approach to customer experience. BLR Airport's achievement of Level 5 accreditation follows a rigorous review and validation process, reflecting strong alignment with global standards and industry best practices.
In line with this achievement, BLR Airport has embedded customer experience as an organisational priority, anchored in strong governance, cross-functional coordination, and a service-driven culture across the airport community. This is reinforced through structured customer insight programmes, including leadership-led passenger engagement, employee involvement and capability-building initiatives such as airport-wide Employee Experience surveys, and comprehensive passenger research through satisfaction surveys, observations, shadowing, journey mapping, persona development, focus groups, and employee workshops, enabling deep analysis of Airport Service Quality (ASQ) insights and data-driven decision-making.
These efforts are further strengthened by service design and innovation initiatives that continuously refine key touchpoints, complemented by technology-enabled solutions such as Digi Yatra, sustained investments in passenger amenities, and inclusive accessibility programmes ensuring a seamless, consistent, and empathetic travel experience for all passengers.
Hari Marar, MD & CEO, Bangalore International Airport Limited (BIAL), added, "At BLR Airport, customer experience is built into how we design, operate, and collaborate across the ecosystem. Achieving Level 5 under ACI's Customer Experience Accreditation programme reflects the discipline and consistency of this approach. This milestone is driven by the collective effort of our airport community, and it strengthens our focus on delivering consistent, intuitive, and differentiated experiences that meet the expectations of a global traveller."
ACI World Director General Justin Erbacci said, "Passenger experience lies at the heart of everything airports do. ACI World congratulates BLR Airport on achieving ACI's Airport Customer Experience Accreditation, recognising its strong commitment to meeting the evolving expectations of travellers and advancing excellence in airport customer experience."
This milestone places BLR Airport among a select group of global airports with a seamless and end-to-end approach to customer experience. As the airport continues to grow, the focus will remain on embedding consistency, scale, and passenger-centric design across every touchpoint of the passenger journey.
