Sharjah Airport secures Level 3 global accreditation for passenger experience

Sharjah Airport has attained Level 3 Airport Customer Experience Accreditation from Airports Council International (ACI), signifying a significant advancement in their commitment to enhancing passenger services. This accreditation acknowledges the airport's capability to transform passenger feedback into actionable service improvements, while also ensuring seamless coordination with airlines, ground handlers and other partners.

The ACI programme, which Sharjah Airport joined at Level 1 in 2022, required the airport to implement systems for measuring passenger satisfaction and understanding traveller needs. By 2023, the airport had achieved Level 2 accreditation, which was renewed in 2025, and now stands at Level 3, achieved in 2026.

Ali Salim Al Midfa, Chairman of Sharjah Airport Authority, highlighted that this accreditation reflects the airport's proficiency in analyzing passenger feedback and translating it into meaningful enhancements through collaborative efforts with partners. The Level 3 assessment focused on the airport's methods for collecting and utilizing passenger feedback, coordinating with service providers, and managing the customer journey from arrival to departure.

In the pursuit of this accreditation, Sharjah Airport has bolstered its feedback mechanisms and now shares passenger satisfaction reports across all departments to pinpoint service gaps and opportunities for improvement. The airport has also enhanced collaboration with airlines, ground handlers, and other stakeholders to maintain uniform service standards throughout the airport.

The Airport Customer Experience Accreditation Programme, administered by ACI, evaluates airports' practices in customer experience management, covering strategy, measurement, operational improvement, employee engagement, and stakeholder collaboration. Sharjah Airport is preparing for the summer season with an expected influx of three million travelers, and has recently announced 95% completion of a new Fixed Base Operator (FBO) centre.