Velana International Airport (VIA) received ‘The Voice of the Customer’ recognition from Airports Council International. The certificate is a testament to VIA’s efforts and commitment in prioritizing customers voice regardless of the unprecedented pandemic in 2020.
The recognition from ACI recognizes that VIA demonstrated relentless effort in gathering passenger feedback to better understand their customers in 2020. Likewise, according to ACI, 140 airports have been recognized around the world.
‘The Voice of the Customer’ recognition is for airports which demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) programme to help them better understand their customers during the pandemic. To qualify, an airport member must have collected 3 or more quarters of data. It is separate from the world-renowned ASQ awards.A statement by ACI read.
The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.
Earlier this year, the Maldives Airports Company Limited (MACL) received the ISAGO, the Safety Audit for Ground Operations by International Air Transport Aviation (IATA) for the third constructive time. As a Ground Service Provider of Velana International Airport, MACL achieved the certification in 2016, 2018 and 2020 as well.
The company accomplished the requirements of ISAGO certification after an intense audit carried out by IATA in areas of Organization and Management (ORM), Load Control (LOD), Passenger & Baggage Handling (PAB), Aircraft Handling & Loading (HDL), Aircraft ground Movement (AGM), Cargo & Mail Handling (CGM).
Feature image by Velana International Airport via Twitter