Tuesday August 18th, 2026
Sharjah Airport Achieves Level 3 Customer Experience Accreditation, Reinforcing Its Commitment to Enhancing the Passenger Journey
Sharjah Airport has announced that it has achieved Level 3 Airport Customer Experience Accreditation from the Airports Council International (ACI). This milestone reflects the airport’s success in embedding passenger experience across its operational processes and enhancing the quality of services provided at every stage of the journey.
The achievement underscores Sharjah Airport’s continued commitment to service excellence and its ongoing efforts to strengthen its position as a travel hub that combines operational efficiency with a strong focus on passenger comfort and satisfaction.
This milestone is the latest in a sustained journey of customer experience development. Sharjah Airport first achieved Level 1 accreditation in 2022, after establishing a culture of listening to passengers, measuring their satisfaction, and understanding their needs. It then progressed to Level 2 in 2023 by developing and implementing a comprehensive customer experience strategy across all departments. In 2025, the airport renewed its Level 2 accreditation, reaffirming its commitment to fostering a culture of continuous improvement and service excellence. The achievement of Level 3 in 2026 represents the practical implementation of its customer experience strategy through the delivery of development initiatives and the active involvement of employees and partners in enhancing the passenger journey.
Passengers at the Heart of Priorities
His Excellency Ali Salim Al Midfa, Chairman of Sharjah Airport Authority, said that this accreditation reflects Sharjah Airport’s commitment to making passenger satisfaction a central focus of operations and services, in line with our strategy to deliver an integrated travel experience built on quality and excellence, while also supporting Sharjah’s position as a leading destination for travel, tourism, and business. He added that achieving Level 3 accreditation demonstrates Sharjah Airport’s ability to listen to passenger feedback, analyse it effectively, and translate it into tangible improvements in collaboration with airport partners, thereby raising service standards across the airport community.
His Excellency explained that the accreditation process assessed how passenger feedback is collected and used, how well the airport coordinates with service providers, and its ability to deliver a seamless travel experience from arrival to departure. This helps create a welcoming and efficient environment that meets the expectations of all travellers. He reaffirmed that customer experience will remain a key priority for Sharjah Airport, with ongoing initiatives designed to enhance the passenger journey and reflect the hospitality and welcoming spirit for which Sharjah is known.
Leveraging Passenger Feedback
To achieve Level 3 accreditation, Sharjah Airport introduced several initiatives aimed at better understanding passenger expectations. These included strengthening customer feedback tools, which helped identify improvement opportunities and enabled faster responses. The airport also deepened its collaboration with airlines, ground handlers, and other stakeholders to ensure consistent service standards throughout the passenger journey.
Passenger satisfaction reports are now shared regularly across airport departments, helping teams recognise strengths and identify areas for improvement. Employees from across the airport community also play a role in supporting the passenger experience, reinforcing a culture of shared responsibility for service quality.
About the Airport Customer Experience Accreditation Programme
Airports Council International launched the Airport Customer Experience Accreditation Programme to help airports measure and improve passenger experience quality. The programme enables airports to explore new approaches to managing passenger journeys, develop clear action plans, and benefit from specialist expertise, practical tools, and learning opportunities.
The programme also encourages collaboration among airport stakeholders to enhance the passenger experience, demonstrate airports’ commitment to the communities they serve, and raise customer satisfaction through operational improvements and best practices.
