Two Kenyan international airports have been feted for their excellence in customer service.
The Jomo Kenyatta International Airport (JKIA) and Moi International Airport (MIA), Mombasa, were awarded by the Airports Council International on Monday, March 2.
JKIA won the 2020 ‘Best Airport by Size and Region’ in the 5 – 15 million passengers per year in Africa.
On the other hand, MIA won the 2020 Best Airport by Size and Region under 2 million passengers per year both in Africa.
Two facilities were feted after ACI’s Airport Service Quality (ASQ) Survey. ASQ is a leading airport customer experience measurement and benchmarking program in the world.
The survey captured passengers’ experience at all airport passenger contact points at more than 300 airports worldwide.
ACI World Director General, Luis Felipe de Oliveira congratulated 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 superior customer experience under trying circumstances,” Mr. Felipe de Oliveira said.
KAA acting MD Alex Gitari said the recognitions are timely, coming at a time when JKIA and MIA 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,” Gitari said.
In February 8, 2021, JKIA and MIA were also the recipients of ACI World’s Voice of Customer Initiative.