Velana International Airport Proves To Have Heard The Voice Of Their Customers During The Pandemic

The main international airport in the country, Velana International Airport (VIA) has been recognized by the Airports Council International (ACI) for the relentless efforts in gathering passenger feedback to better under their customers during the past year amidst the worldwide pandemic. In this regard, they have been bestowed ‘The Voice of the Customer’ recognition certificate.

Created by airport operators around the world, Airports Council International (ACI) is the first worldwide association to represent their common interests and foster cooperation with partners throughout the air transport industry. Today, they recognized and saluted 139 airports along with VIA, which it said have “prioritized listening and engaging with customers” during the COVID-19 pandemic.

‘The Voice of the Customer’ recognition is for airports that demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) program to help them better understand their customers during the pandemic. To qualify, an airport member must have collected three or more quarters of data.

Delivery of ‘The Voice of the Customer’ recognition is sponsored by ACI partner Amadeus.

During the pandemic, we have witnessed Velana International Airport adapting processes and procedures to meet changing expectations of customer experience in response to COVID-19.