International body recognises the UAE hub’s progress in turning traveller feedback into operational improvements
SHARJAH, August 18, 2026:Sharjah Airport has achieved Level 3 Accreditation in Airports Council International’s Airport Customer Experience Accreditation Programme, marking its highest customer experience rating since joining the global evaluation system.
The certification evaluates how effectively airport operators analyze passenger feedback, engage frontline staff, and align operational partners to streamline the journey from departure check-in to arrival exit.
The progression reflects a four-year operational review by the Sharjah Airport Authority (SAA). The facility entered the Airports Council International (ACI) framework at Level 1 in 2022 after setting up baseline measurement systems to gauge traveller satisfaction. It advanced to Level 2 in 2023 upon rolling out an airport-wide customer service framework, maintained that rating through 2025, and secured Level 3 status following a rigorous multi-departmental audit this year.
His Excellency Ali Salim Al Midfa, Chairman of Sharjah Airport Authority, stated that the recognition underscores the airport’s policy of converting passenger observations into direct service upgrades.
“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,” Al Midfa said. He noted that customer experience remains a core operational priority as the airport manages growing passenger volumes.
To meet Level 3 requirements, airport authorities established faster internal mechanisms for evaluating customer submissions. Operational performance reports are now shared regularly across all operational divisions, enabling management and duty staff to identify service bottlenecks.
The airport also expanded coordination protocols with key stakeholders, including commercial airlines, ground handling operators, and service vendors, to maintain unified operational standards throughout the terminal.
The ACI Airport Customer Experience Accreditation is the international aviation industry’s primary benchmark for assessing customer service strategy, operational delivery, employee engagement, and partner collaboration.
