Airport Council International (ACI) on Monday, March 1 2021 awarded the Best Airport by Size and Region to Jomo Kenyatta International(JKIA).
JKIA and Mombasa's Moi International Airport were awarded for their excellence in customer service in Africa from ACI’s Airport Service Quality (ASQ) Survey.
ASQ is a leading airport customer experience measurement and benchmarking program in the world.
JKIA won the 2020 Best Airport by Size and Region managing 5 - 15 million passengers per year in while MIA won the 2020 Best Airport by Size and Region under 2 million passengers per year both in Africa.
ACI World Director General, Luis Felipe de Oliveira wrote to Kenya Airport Authority (KAA) congratulating Kenya Airports Authority (KAA) for its efforts in improving customer experience.
“I congratulate KAA on the success in the Airport Service Quality Awards which represent the highest possible accolade for airport operators around the world on customer experience. During this most difficult and challenging of years, customers have spoken and recognized the successful efforts of the team at KAA in providing a suuperior customer experience under trying circumstances,” Felipe de Oliveira said.
The acting Managing Director of KAA Alex Gitari noted that the recognition was very timely and came at a time when JKIA and Moi International Airport are undergoing major rehabilitation to further improve on customer experience.
“Winning these awards is a reaffirmation of our commitment to providing our customers with a stress-free travel experience. We are truly excited and encouraged by these prestigious awards which herald a new horizon in our customer satisfaction journey across our airports.” Mr. Gitari stated.
On February 8, 2021, JKIA and Moi Airport were awarded the World's Voice of the Customer Initiative by ACI.
"Your airports have made significant efforts in gathering passenger feedback through ACI's Airport Service Quality program and this will help you better understand your customers and will inform your commitment to delivering a superior customer experience under trying circumstances," ACI World Director-General Luis Felipe de Oliveira stated.