ACI World and the world’s busiest airport unite to elevate customer and employee experience in aviation

ATLANTA – Airports Council International (ACI) World opened the annual ACI World Customer Experience Summit and Exhibition in Atlanta, the global hub for air travel. This year’s event is hosted by Hartsfield-Jackson Atlanta International Airport (ATL), the world’s busiest airport with nearly 105 million passengers in 2023.

The premier airport event dedicated to customer and employee experience brings together over 600 international delegates from 65+ countries, including government officials, travel agencies, and senior executives from the airport and aviation sectors.

With the theme, “The Airport and Beyond: All for the Travel Journey,” the summit dives into the ever-evolving travel ecosystem, focusing on the role of seamless interaction across every touchpoint in shaping superior customer experiences.

Highlights of the event

Keynote by Ed Bastion, CEO of Delta Air Lines, sharing his insights on the future of travel.
Expert panels featuring global airport leaders like Dubai Airport CEO Paul Griffiths and Deborah Flint, WGB Member, President, and CEO, Toronto Pearson International Airport.
Cutting-edge innovations from leading companies such as Uber, Plaza Premium Group, and Moment Factory, showcasing the future of travel technology.
Gala Dinner honoring the winners of the prestigious Airport Service Quality (ASQ) Awards, together with Amadeus. The ASQ program is the world’s leading airport passenger satisfaction program with over 400 participating airports in 95 countries.
Discussions on how airports like ATL are navigating trends, from workforce dynamics and accessibility to the rise of AI-powered travel solutions.
An exhibition hall filled with pioneering solutions designed to enhance the airport experience and cater to modern air travel needs.

The event began with welcome addresses from the Mayor of Atlanta Andre Dickens; Hartsfield-Jackson Atlanta International Airport Interim General Manager Jan Lennon; ACI World Chair and Cincinnati, Northern Kentucky International Airport CEO Candace McGraw; ACI North America President & CEO Kevin M. Burke; ACI World Director General Justin Erbacci; and ACI World Immediate Past Director General Luis Felipe de Oliveira.

ACI World Director General Justin Erbacci said: “Customer experience stems from how the entire airport community interacts and collaborates. Every stakeholder plays a crucial role, and the real key lies in how we integrate these individual touchpoints. Remember our theme – Airport and Beyond: All for the Travel Journey. In essence, the customer experience should be more than just the sum of its parts – it must deliver value and hold real meaning as a whole.”

Hartsfield-Jackson Atlanta International Airport Interim General Manager Jan Lennon said: “We are honored to host the ACI World Customer Experience Summit and Exhibition. As the world’s busiest airport, exceptional customer service is the cornerstone of our mission. At ATL, we are uniquely positioned to spearhead discussions on how airports can adapt and innovate to meet the dynamic needs of our customers and the evolving aviation landscape. This summit serves as a vital platform for global thought leaders to exchange insights and pioneer ideas that will redefine the future of travel, ensuring that the customer journey remains seamless and enriching from beginning to end.”

ACI’s Airport Service Quality (ASQ) program continues to set the standard for benchmarking and enhancing airport customer experience. Last year, over half of the world’s travelers passed through an ASQ airport. Nearly 600,000 surveys, covering more than 30 key performance indicators, offered a comprehensive view of the current and future potential of air travel.

The article ACI World and the world’s busiest airport unite to elevate customer and employee experience in aviation first appeared in TravelDailyNews International.