In an initiative to support the global drive to further develop the aviation industry, Abu Dhabi Airports Company (ADAC) signed last week a Memorandum of Understanding (MoU) with Airport Council International (ACI) to partner with the Council regarding their latest safety program, “Airport Excellence” (APEX), to promote the application of best practices in airport operations worldwide.The MoU was signed on 30th January during the Trinity Forum hosted by ADAC at Yas Marina Circuit Media Center, Abu Dhabi.
Airport Excellence was developed by ACI as an initiative to further promote safer airport operations while contributing to international cooperation between the International Civil Aviation Organization (ICAO), aviation stakeholders and airports worldwide. The program is based on ICAO standards, as well as ACI’s best practices. APEX in Safety combines the mandate for regulatory compliance with the actual day-to-day operational needs of airports to maximize operational efficiency while enhancing safety standards.
The MoU signing ceremony followed ADAC’s acceptance of the “ASQ Assured” certification for Abu Dhabi International airport from ACI earlier the same morning, in recognition of the airport’s service quality management systems and commitment of the airport staff to achieve the highest service standards.
Abu Dhabi International Airport has been ASQ assured since 2008.Every year, ASQ audits are conducted to rate the quality and level of airport services through passenger surveys and onsite audits. In 2012, audits were performed in October, and Abu Dhabi International Airport fulfilled the requirement for the 2012 certification with a rating of 86%, which is approximately 20% higher than the rating in which was received in 2011.
The program assesses service quality by analyzing three different aspects of customer service quality: available services; service quality processes; and, passenger approval. The report published by ACI showed that Abu Dhabi International Airport excelled in categories such as check-in facilities, airport website and passport control.
H.E Ali Majed Al Mansoori, Chairman of Abu Dhabi Airports Company, commented: “ADAC is honored to have once again received this esteemed certification. The ASQ Assured certificationis a key benchmark for us as it presents an opportunity to learn from peer comparison and ASQ best practices. It is also a testament of the airport’s commitment for implementing service quality management and exceeding customer expectations”.
“The 2012 ASQ Assured certification is a result of the combined efforts of the many team members who work hard round the clock to improve passengers’ journey through the airport. ADAC would like to take this opportunity to extend its gratitude and thank all employees and stakeholders at the airport who have helped achieve this certification, including, Airport Police, Immigration, Customs and Etihad Airways, among others. ADAC is looking forward to exceling further in next year’s survey as it strives to deliver onits vision to become one of the world’s leading airports.” concluded Al Mansouri.
“ASQ Assured” certification is an initiative driven by the Quality Assurance and Environment Health and Safety department with in ADAC, and certifies the airport’s commitment to provide outstanding services to passengers passing through Abu Dhabi International Airport. It offers a user-friendly management framework which integrates world leading benchmarks and best practices to ensure continual and effective improvement in customer service.