Airport operator, Egis/ SEGAP, has congratulated Zanzibar’s Abeid Amani Karume International Airport (AAKIA) for winning a Best Airport Award in the ‘Under 2 million passengers’ category at the 2023 Airports Council International (ACI) World’s Airport Service Quality (ASQ) Awards.
The award, which is voted for by airport customers, covers 30 performance indicators related to the passenger experience such as wayfinding, the check-in process and shopping. The airport’s win comes just over a year after the Zanzibar hub joined ACI’s ASQ programme (in September 2022). In line with the ASQ framework, the airport has implemented a package of measures to enhance the passenger experience, including a dedicated customer service team with the core mission of conducting passenger surveys and assisting customers within the airport. They are also tasked with identifying and reporting problems with operations and services inside the terminals, such as cleanliness. Another big change for passengers has been the opening of new services in Terminal 3, including duty-free and retail shops and restaurants, under Emirates Leisure Retail.
Rob Williams, Director of Aerodromes at AAKIA for Egis/ SEGAP commented: “This achievement celebrates our collective teamwork and our commitment to excellence in terms of customer experience. We are honoured to receive this recognition which raises the profile of Zanzibar Airport and the islands as a destination.”
