As air travel becomes a preferred mode of transport, the provision of excellent service has become a focal point for management of airports. Given that the industry is global in nature, and that travellers are becoming more and more experienced, sophisticated and demanding, airports have to provide options that will encourage and stimulate air travel.
ACSA has initiated and maintained its commitment towards service excellence through various projects. In this regard, it has embarked on a global benchmarking programme of its services from a passenger perspective to identify satisfaction levels based on the experience of passengers and to formulate plans for remedial action where indicated.