Jomo Kenyatta International Airport (JKIA) and the Moi International Airport have received a global award from the Airports Council International (ACI).
In a statement by the Kenya Airports Authority (KAA) on February 10, the two Kenyan international airports were the recipients of the Voice of the Customer initiative.
The award recognises the efforts of airports in improving their customer's experience through offering mechanisms of feedback.
"We are elated this evening as Jomo Kenyatta & Moi Intl. Airports receive global recognition from the ACI through the Voice of the Customer initiative.
"The ACI world Voice of the Customer initiative seeks to recognise airports which demonstrate significant efforts in gathering passenger feedback through the Airport Service Quality programme during the ongoing pandemic," read the statement.
JKIA and Moi were among the 200 airports around the world that were recognised.
"This year, over 200 airports have been recognized around the world. For a second year running, the delivery of The Voice of the Customer recognition," read a statement by ACI.
Kenya dominated in African as only nine airports from the continent were recognised. Other airports that received the award also include the John F. Kennedy International Airport in New York, United States of America.
On his part, ACI World Director General Luis Felipe de Oliveira stated the pandemic had shifted the normal operations of airports hence the need for quality customer service through feedback initiatives.
“The pandemic has caused substantial changes in human behaviour and provoked a whole new set of expectations affecting how products and services should be experienced—from a prioritization of health to increased digitalization such as contactless touchpoints.
“ACI research has revealed that passenger satisfaction directly impacts an airport’s non-aeronautical revenue, an area that will play an increasingly important role in the recovery of the airport business," he stated.
ACI is also the body that recognises the airports for customer services through the renowned Airport Service Quality (ASQ) program whose winners are announced annually in March.
