The Velana International Airport (VIA) received ‘The Voice of the Customer’ recognition from the Airport Council International (ACI). 

The certificate represents the relentless efforts of the Velana International Airport in prioritizing the needs of the customer during the unyielding times of the pandemic in 2020. VIA was recognized for collecting customer feedback and attempting to adjust to the expectations, as the previous year provided difficulty in travelling for passengers.

A statement by ACI read, “The Voice of the Customer’ recognition is for airports which demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) programme to help them better understand their customers during the pandemic. To qualify, an airport member must have collected 3 or more quarters of data. It is separate from the world-renowned ASQ awards.”

The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.

The Maldives Airports Company Limited (MACL) received the ISAGO, the Safety Audit for Ground Operations by International Air Transport Aviation (IATA) for the third time this year, as well. As a Ground Service Provider of Velana International Airport, MACL achieved the certification in 2016, 2018 and 2020.

The company was able to meet the requirements of ISAGO certification after an detailed and vigilant audit carried out by IATA in areas of Organization and Management (ORM), Load Control (LOD), Passenger & Baggage Handling (PAB), Aircraft Handling & Loading (HDL), Aircraft ground Movement (AGM), Cargo & Mail Handling (CGM).

Photo Credit: The Ritz Carlton Maldives, VIA

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