DCA to host the first ACI ‘Airport Service Quality’ Conference in the region

Published December 14th, 2005 - 11:50 GMT

Under the guidance of H.E. Sheikh Dr. Ahmed bin Saif Al Nahyan, Chairman of Abu Dhabi’s Department of Civil Aviation, and based on the general policy of the integrated management systems, Abu Dhabi Department of Civil Aviation (DCA) and Abu Dhabi International Airport announced at a press conference held on December 14, 2005 that they will host the first ACI ‘Airport Service Quality’ Conference in the Middle East, organized by Airports Council International (ACI). The conference scheduled to take place at the Beach Rotana Hotel and Towers from March 5 – 7, 2006 will introduce enhanced communication networking and training prospects to the delegates attending.

The press conference and signing ceremony was attended by H.E. Sheikh Dr. Ahmed bin Saif Al Nahyan, Chairman of DCA; H.E Ahmed Yousif Al Hosani, Assistant Undersecretary, DCA; His Excellency Jamal Al Dharif, General Manager, ADNOC Distribution Abu Dhabi; Robert J. Aaronson, CEO and Director General, ACI; Mohammed Mounib, Managing Director, Abu Dhabi & Al Ain Duty Free & Catering; Mohammed Abdullah Al Katheeri, Director of Integrated Management Systems, DCA and Andreas Schimm, Manager, Program Development & Aero political Affairs, ACI.

“Abu Dhabi has become an increasingly successful player in the tourism and commercial market of UAE, and as a result Abu Dhabi International Airport is undergoing major development plans,” said HE Sheikh Dr. Ahmed bin Saif Al Nahyan, Chairman of Abu Dhabi’s Department of Civil Aviation. “With the fast paced development, quality of service has become a crucial factor as passengers and shippers demand higher standards of service. If given a choice, they will choose the airlines and airports which give the best quality of service. With this in mind, we are placing great emphasis on quality of service, security and training at DCA by signing the Airport Service Quality Programme (ASQ) with ACI and hosting a high calibre and specialised conference that will play a major role in developing industry professionals on service excellence in airports.”

Abu Dhabi's agreement to participate in ASQ will aid Abu Dhabi International Airport to capitalize on customer service by satisfying existing customers and attracting new ones. It will monitor the opinions and perceptions of travellers at the time of travel and will provide a benchmark that measures the Airport Services' performance over time, finally leading to increased customer satisfaction and better service quality.

“The ACI Airport Service Quality conference will enhance our vision and fulfil our goals to bring together international industry professionals to the Middle East to network and train on the latest trends. Delegates attending the conference will benefit from dynamic speakers who are committed to delivering professional services which will also serve as an opportunity to discover a wealth of ideas and solutions from international airport management and experts,” added His Excellency.

The key themes that will be discussed in the conference will be customer-service-oriented and will focus on 'Why service excellence pays off'. Within this topic a number of issues will be presented including Commercial aspects of service quality, brand perspective, innovative and customer friendly duty free concepts, user-friendly parking and traffic management, user-friendly terminal redesign/way finding, user-friendly passenger processing technologies and solutions, quality and crisis management, best practices and benchmarking, customer service marketing and staff training.

The conference is targeted towards individuals and associations directly linked to the Civil Aviation, Travel, and Airport Services Industries. Those include Airport and Airline Executive Officers, Management personnel, Civil Aviation Authorities' Representatives, Service Technology and Solution Suppliers, Airport Management Companies, Suppliers, Retailers, Brands, Consultants, and many more.

Organized by Airports Council International (ACI) an international association of world airports, the Council's main aim is promoting professional excellence, providing travellers with safe, secure and efficient airport systems, and ultimately advancing airports' interests. Etihad Airways, the national airline of the United Arab Emirates, is the official airline for the event.


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