Riga Airport Elevates Its Rank in International Customer Experience Certification Scheme
Riga International Airport (RIX) has reached a new milestone by achieving the third level of the Airport Council International's (ACI) Customer Experience Accreditation. This significant achievement is a testament to the airport's commitment to enhancing passenger satisfaction and service quality.
The Level 3 accreditation signifies that Riga Airport has advanced beyond basic service criteria to more structured and consistent customer experience management and delivery. Key improvements include elevating passenger satisfaction through ongoing enhancements in the overall passenger experience and upgrading service quality across various touchpoints within the airport.
Notably, Riga Airport is the first airport in the Baltics to reach this level, demonstrating a strong commitment to continuous improvement in customer experience. However, specific details about the exact improvements, such as technology integration, staff training, facilities upgrades, or process optimizations, are not explicitly outlined in the search results.
Since last year, Riga Airport has been actively enhancing the quality of its existing services and introducing several new offers. These include the introduction of a Meet & Greet assistance service, which offers passengers access to the fast-track security lane, support during border control, and assistance with baggage handling.
Moreover, Riga Airport has successfully operated a capsule hotel since last summer, providing passengers with a unique and convenient accommodation option. Additionally, the airport has created a new relaxation area with locally made Latvian furniture on the 2nd floor of the passenger terminal, offering passengers a comfortable space to unwind before their flights.
Riga Airport has been participating in the ACI Customer Experience Accreditation Programme since 2023 and has already achieved the second accreditation level. The airport's high passenger satisfaction ratings, with overall satisfaction consistently exceeding four out of five points, reflect the success of these efforts.
Artūrs Saveļjevs, Member of the Board at RIX Riga Airport, stated that this accreditation is a step closer to excellence and a global recognition of the airport's compliance with international passenger experience standards.
As the ACI regularly conducts passenger experience and satisfaction surveys at Riga Airport, it will be interesting to see how the airport continues to improve and exceed passenger expectations in the future.
[1] It is important to note that the year mentioned for the airport's participation in the ACI Customer Experience Accreditation Programme (2023) is likely a typographical error, as the programme was established in 2016.
- This new accreditation level is a reflection of Riga Airport's commitment to improving not only in the aviation industry, but also in related sectors such as finance, transportation, and technology, as these sectors play significant roles in enhancing overall customer experience.
- In their quest for continuous improvement, Riga Airport might consider integrating advanced technology solutions into their operations and facilities, borrowing best practices from the finance sector, or collaborating with transportation and technology industries to optimize processes, ultimately resulting in an even more seamless and satisfying customer experience.
