JKIA, Moi Named Best Airports in Africa

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The Jomo Kenyatta International Airport (JKIA), Nairobi
File

Kenya's Jomo Kenyatta International Airport (JKIA) Nairobi and Moi International Airport, Mombasa have on Thursday, March 10, been ranked the best airports in Africa by the Airports Council International (ACI).

ACI named JKIA and Moi International winners of the 2021 Best Airport by Size and Region in the 5 -15 million and Under 2 million passengers per year in Africa categories respectively for the second year in a row.

Speaking to the Kenya Civil Aviation Authority (KCAA) on the awards, ACI World Director General, Luis Felipe de Oliveira congratulated Kenya Airports Authority (KAA) for its efforts in improving the passenger experience.

ACI World Director General, Luis Felipe de Oliveira.
ACI World Director General, Luis Felipe de Oliveira.
ACI

"Your customers have spoken and recognized the successful efforts of your team in providing a superior customer experience during these difficult times,” the ACI Director-General remarked.

In his response, KCAA Managing Director Alex Gitari noted that the Authority is leveraging on industry best practices as it seeks to provide a seamless passenger experience at its airports.

“We are truly delighted that for the second year running, our two main airports have been awarded by ACI for the efforts made in delivering improved customer experience in a safe and secure environment.

"We have prioritized customer satisfaction in all our operations. We are pleased to receive the two awards when the Authority is preparing to host the 67th edition of ACI - Africa Regional Conference in Mombasa from 12th – 18th March, 2022.” Mr. Gitari state

The ranking was based on a customer service experience survey undertaken by ACI’s Airport Service Quality (ASQ) survey which is considered as the aviation industry’s most comprehensive passenger service-benchmarking program.

"The basis of the ASQ surveys is continual learning and improvement to reach sustainable customer experience excellence. As the industry recovers, continuing to listen and adapt to travellers will be absolutely crucial to strengthening airports' competitive advantage, non-aeronautical revenue, and ensuring the sustained recovery of the entire aviation ecosystem," Oliviera noted.

ASQ program has industry recognition as a world-class benchmarking program that aims at allowing airports to plan improvements and benchmark their customer services against other airports. It captures passengers’ experience at all airport passenger contact points at more than 300 airports worldwide. 

The ASQ Departures program measures passenger satisfaction across 34 key performance indicators. More than half of the world's travelers pass through an ASQ airport.

An image of the Moi International Airport in Mombasa, Kenya.
An image of the Moi International Airport in Mombasa, Kenya.
KAA