Kenya’s International Airports Ranked Best in Africa on Customer Service

Kenya’s International Airports Ranked Best in Africa on Customer Service (News Central TV)
Kenya’s International Airports Ranked Best in Africa on Customer Service (News Central TV)

The Airports Council International (ACI), a trade organisation of the world’s airports, has selected Kenya’s International Airports in Nairobi and Mombasa as the best in Africa for the second year in a row.

The Kenyan Airport Authority (KAA) received the prize as it prepares to hold the 67th ACI-Africa Regional Conference in Mombasa from March 12 to March 18.

In the categories of 5-15 million passengers per year and under two million passengers per year, respectively, Jomo Kenyatta International Airport (JKIA) and Moi International Airport (MIA) came out on top in the 2021 Best Airport by Size and Region.

The Airport Service Quality (ASQ) study, conducted by ACI, is the aviation industry’s most comprehensive passenger service benchmarking program, capturing passengers’ experiences in over 300 airports across the world.

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Luis Felipe de Oliveira, director-general of ACI World, praised Kenya Airports Authority (KAA) for its efforts to improve the customer experience.

Oliviera said; “Your customers have spoken and recognised the successful efforts of your team in providing a superior customer experience during these difficult times.

“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.”

In order to ensure a seamless passenger experience at its airports, KAA managing director Alex Gitari stated that the Authority is relying on industry best practices.

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“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,” Mr Gitari said.

The award came as KAA prepares to host the 67th edition of the ACI-Africa Regional Conference in Mombasa from March 12 to March 18.  


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