Vanda Aleixo, Head of Customer Experience and Relationship Management at Abu Dhabi Airports, explains how Abu Dhabi Airports is embedding technology, inclusivity and frontline empowerment to deliver a seamless, customer-centric experience at Zayed International Airport.
c: Abu Dhabi Airports
As part of Abu Dhabi Airports’ commitment to world-class passenger services and experiences, Zayed International Airport’s (AUH) comprehensive Service Excellence Strategy marks a significant milestone in our journey. The strategy aims to transform the airport experience to foster inclusiveness and strengthen our ties within the international aviation community by addressing key passenger touchpoints including accessibility enhancement and an empowered frontline workforce.
At the core of this initiative is our focus on optimising passenger experiences through the continuous enhancement of service quality. Building upon our strong foundation, we are working to refine our passenger survey and feedback programmes to better capture traveller insights. This data helps drive improvements across all service touchpoints, from check-in and immigration to taxi management and baggage handling, ensuring that every stage of the passenger journey is smooth, efficient and pleasant.
The strategy incorporates a continuous improvement programme to embed a culture of ongoing process refinement across AUH. Leveraging existing and emerging technologies, we aim to engage passengers proactively through their preferred communication channels, offering timely updates, support and information. This digital-first approach not only streamlines the travel experience but also highlights the airport’s dedication to leading-edge innovation.
Seamlessly integrating technology across the journey helps us to create moments that feel effortless, connected and personal.
Technology is central to how we are elevating the passenger experience. Harnessing digital innovation helps make every journey smoother and more intuitive — from smart self-service options and real-time information to data-driven insights that help us anticipate passenger needs. Seamlessly integrating technology across the journey helps us to not just improve efficiency, but also create moments that feel effortless, connected and personal.
At AUH, a pursuit of excellence drives everything we do. We are proud to have achieved ACI’s Level 2 Accessibility Enhancement Accreditation and also receive its Level 3 Customer Experience Accreditation. These accomplishments underscore our dedication to meeting global standards and delivering exceptional experiences to every guest.
Commitment to accessibility and inclusivity
By putting accessibility and inclusivity at the core of everything we do, AUH’s Service Excellence Strategy ensures the airport is welcoming and supportive to passengers of all abilities. AUH continues to lead regional efforts in creating a truly accessible and seamless travel experience, aiming to optimise physical accessibility across all areas of the airport and enable passengers with diverse mobility needs to navigate its facilities comfortably and independently. To effectively support the requirements of guests with significant disabilities, our plans include introducing a ‘changing places facility’, which will offer guests spacious, fully equipped restrooms featuring specialised changing benches and hoists, essential elements for dignified, safe and comfortable personal care.
Self-service wheelchairs will also be made available to empower passengers who require mobility assistance to move independently at the airport. Additionally, call points for Persons with Reduced Mobility (PRM) and People of Determination (POD) will be installed at drop-off points to facilitate quick and easy access to assistance whenever needed.
At AUH we have initiated the process to be accredited as a Certified Autism Centre, in line with our commitment to accommodating neurodiverse travellers through sensory-friendly spaces and specially trained staff. We are continuously striving to achieve higher levels of the ACI Accessibility Enhancement Accreditation, reinforcing our leadership in accessibility and positioning AUH as a global model for inclusive travel.
c: Abu Dhabi Airports
Empowering the airport community
Exceptional passenger experiences are driven by the dedication and professionalism of frontline staff. Recognising this, we are prioritising the development of a comprehensive training framework, covering customer service, accessibility awareness and operational excellence. This framework will ensure that all frontline employees are fully prepared to meet the diverse needs of travellers and uphold the airport’s high service standards.
To foster a culture of motivation and pride, we will also launch a Frontliner Recognition Scheme, designed to reward outstanding performance and encourage continuous improvement among employees and service providers alike. Celebrating frontline achievements supports our goal to build a workforce that is engaged, professional and committed to delivering exceptional service every day.
Continuous learning initiatives will also be established to keep staff informed about latest industry developments, customer expectations and technological innovations. This ongoing professional development will prove vital in maintaining the airport’s position at the forefront of service excellence.
Looking ahead
AUH’s Service Excellence Strategy embodies Abu Dhabi Airports vision to provide an inclusive environment that removes barriers and supports all passengers in having a comfortable and dignified travel experience. Creating a seamless, accessible and customer-centric airport experience that addresses the full spectrum of passenger needs from operational efficiency to inclusivity, will set a new standard for service quality and accessibility in the region.
We believe that every traveller, regardless of ability, should experience dignity and comfort throughout their journey. Implementing this strategy reaffirms our dedication, and we hope every passenger, partner and stakeholder at AUH joins us in our endeavour to ensure that the traveller is at the heart of every journey and is met with outstanding service.
c: Abu Dhabi Airports
Vanda Aleixo is Head of Customer Experience at Abu Dhabi Airports, leading the passenger experience at Zayed International Airport. She brings over 15 years of senior leadership experience across government, aviation, hospitality, and destination management, specialising in data-led, inclusive customer experience transformation.
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