Airports Council International (ACI) World kicked off the annual ACI World Customer Experience Summit & Expo 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 by 2023.
The leading airport event dedicated to customer and employee experience brings together over 600 international delegates from over 65 countries, including government officials, travel agencies and senior executives from the airport and aviation sectors.
With the theme “The Airport and Beyond: Everything for the Journey,” the summit delves into the ever-evolving travel ecosystem, focusing on the role of seamless interaction at every touchpoint in shaping superior customer experiences.
Highlights of the event
Keynote address by Ed Bastion, CEO of Delta Air Lines, sharing his insights on the future of travel.
Expert panels with global airport leaders including Paul Griffiths, CEO of Dubai Airport, and WGB member Deborah Flint, President and CEO of Toronto Pearson International Airport.
Cutting-edge innovations from leading companies including Uber, Plaza Premium Group, and Moment Factory, showcasing the future of travel technology.
Gala dinner honouring the winners of the prestigious Airport Service Quality (ASQ) Awards, in conjunction 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 addressing trends – from workforce dynamics and accessibility to the rise of AI-powered travel solutions.
A showroom packed with pioneering solutions designed to enhance the airport experience and meet the needs of modern air travel.
The event began with welcoming remarks by Atlanta Mayor Andre Dickens; Hartsfield-Jackson Atlanta International Airport Interim General Manager Jan Lennon; ACI World President and Cincinnati Northern Kentucky International Airport CEO Candace McGraw; ACI North America President and CEO Kevin M. Burke; ACI World Director General Justin Erbacci; and ACI World Immediate Past Director General Luis Felipe de Oliveira.
Justin Erbacci, Director General of ACI World, said: “Customer experience is about how the entire airport community interacts and collaborates. Every stakeholder plays a crucial role, and the real key is how we integrate these individual touchpoints. Remember our motto: Airport and Beyond – All for the Journey. At its core, customer experience must be more than the sum of its parts – it must deliver value and have real meaning as a whole.”
Jan Lennon, Acting General Manager of Hartsfield-Jackson Atlanta International Airport, said, “We are honored to host the ACI Global Customer Experience Summit & Exhibition. As the world’s busiest airport, exceptional customer service is a cornerstone of our mission. At ATL, we are uniquely positioned to lead discussions on how airports can adapt and innovate to meet the dynamic needs of our customers and the changing aviation landscape. This summit serves as a vital platform for global thought leaders to exchange pioneering perspectives and ideas that will redefine the future of travel, ensuring the customer experience remains seamless and enriching from start to finish.”
ACI’s Airport Service Quality (ASQ) program continues to set the standard for assessing and improving the customer experience at airports. Last year, more than 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.
Source: ACI