‘The Voice of the Customer’ recognition certificate awarded to VIA

Arrivals terminal at Velana International Airport (VIA) | Photo: Sun / Fayaz Moosa

Malé, Maldives – The primary international airport in the Maldives, Velana International Airport (VIA) has been recognized by the Airports Council International (ACI) for the relentless efforts in gathering passenger feedback for the betterment of their customer services during the past year amidst the worldwide pandemic and was awarded ‘The Voice of the Customer’ recognition certificate”.

The Airports Council International (ACI) created by airport operators around the world, is the first worldwide association to represent their common interests and foster cooperation with partners throughout the air transport industry. The Council today, has 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 awarded to 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. The council noted that during the pandemic, they have witnessed Velana International Airport adapting processes and procedures to meet changing expectations of customer experience in response to COVID-19.