Houston Airports attains Level 1 of ACI World Airport CX Accreditation

The achievement lays the foundation for Houston Airports to create and deliver an unparalleled passenger experience.

February 22, 2024

Houston Airports has reached a significant milestone by voluntarily achieving Level 1 in the Airports Council International (ACI World) Airport Customer Experience (CX) Accreditation program. This accomplishment signifies a crucial step in the continuous pursuit of excellence by Houston Airports in passenger service and satisfaction. As Houston Airports progresses through the five accreditation levels, passengers can anticipate an even more elevated and seamless travel experience at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU).

IAH and HOU are among the 15 airports in North America that have achieved at least one level of ACI CX Accreditation.

According to ACI World, its Airport Customer Experience Accreditation program builds an airport’s long-term capacity to enhance customer experience management. Participating airports choose to participate in a comprehensive review and training process that includes stakeholder and employee engagement and staff development. The ACI World CX Accreditation is the only accreditation program in the airport industry to provide a 360˚ view of customer experience management.

The program helps airports 

  • Identify ever-evolving CX management practices 

  • Develop a plan of action 

  • Enhance the airport experience

At Level 1, Houston Airports has demonstrated a dedicated commitment to prioritizing passenger needs and improving the overall travel experience. Key elements of Level 1 accreditation include establishing a systematic approach to gather and analyze customer feedback, initiating surveys and feedback mechanisms, and addressing identified areas for improvement based on valuable passenger insights. This foundational level sets the groundwork for a customer-centric approach and positions the airports for future advancements in passenger experience management.

"Houston Airports is dedicated to providing a world-class experience for our passengers. Achieving Level 1 of the ACI World Airport CX Accreditation is a testament to our commitment to transforming our customer service experience,” said Liliana Rambo, Chief Terminal Management Officer for Houston Airports. “We are excited about the journey ahead as Houston Airports remains steadfast in ensuring that every passenger's journey is marked by excellence, warmth, and efficiency.”

To learn more about all five levels of the ACI World Airport Customer Experience Accreditation, click here.