Bordeaux Airport has been awarded Level 1 accreditation for customer experience management by Airports Council International (ACI). This Airport Customer Experience accreditation assesses and recognises the airport’s commitment and strategy for the continuous improvement of the quality of its services.
Level 1 accreditation highlights Bordeaux Airport’s commitment to prioritising the customer experience. This focus is embedded in our strategy and implemented through concrete actions within the terminals. The goal of Level 1 accreditation is to better understand our customers, their expectations as well as their experiences. Customer feedback then helps identify areas for improvement. Additionally, the airport measures the impact of these actions on customer satisfaction through surveys conducted with passengers departing from Bordeaux.
As part of the ASQ surveys, airport staff have been surveying over 1,500 passengers annually since 2021 to assess the quality of service experienced by our customers. In 2022, achieving customer excellence became a key strategic priority in our five-year airport transformation plan, with approximately ten improvement projects launched each year.
In 2023, for example, the restrooms in the arrivals area of Hall A were renovated and doubled in size, and dedicated workspaces for passengers were introduced.
In 2024, a rescaled cleaning contract for public areas was signed, doubling the number of staff and modernising equipment to improve efficiency. New systems now monitor passenger satisfaction in the restrooms, triggering real-time interventions if needed. By the end of the year, the renovation plan continued with the replacement of all seating in the public areas of halls A & B, as well as the boarding lounges in Hall A
In the longer term, with the new building between Halls A & B set to open in the first half of 2028, innovation will be leveraged to enhance the customer experience, making life easier for passengers, operational teams, airlines, and all employees and service providers at the hub.
Bruno Navaro, Director of Operations and Customer Satisfaction, comments: ’'We are proud to have been awarded Level 1 of the ACI Accreditation for Customer Experience. This recognition highlights the ongoing efforts of our teams and marks a significant milestone in our continuous improvement journey. We are committed to providing an enhanced welcome, tailored services, and a smoother customer experience.’’
