The Seychelles International Airport (SIA) has attained a new milestone in customer experience initiative by reaching Level 2 of the Airport Customer Experience (CX) Accreditation from the Airport Council International (ACI), the global authority on airports. This prestigious accreditation was received by Mr. Garry Albert, CEO of the Seychelles Civil Aviation Authority (SCAA), at the ACI Global Summit held in Atlanta, Georgia in September 2024.
Since 2022, the SCAA has participated in ACI's Airport Service Quality (ASQ) and CX Accreditation programmes with the aim to strengthen operational efficiency and achieve commercial gains with a new focus on customer experience. Over the years, these initiatives have provided valuable insights into customer satisfaction and highlighted key areas for developments throughout the customers’ journey at Seychelles International Airport.
The Level 2 award is in recognition of the progress made by SCAA in its efforts to have a deeper appreciation of its customers, mapping their concerns throughout the airport journey, highlighting pain points, ensuring relevant improvements, and in the end meet the expectations of the various categories of airport customers. As part of this process, impact assessments and tracking of key indicators are valuable tools used to ensure consistent progress on the ground.
SCAA CEO Garry Albert stated, "This second international accreditation highlights the dedication and hard work of the entire airport community, proving that we are serious about customer service, and we are committed to take steps to reach global standards in the overall customer satisfaction."
It should be noted that the recent service quality survey results underscores that much work remains to be done. In 2023, SIA recorded a passenger experience score of 3.78/5.00 and an overall satisfaction rating of 3.92/5.00. This year, the scores stand lower at 3.72 and 3.85, respectively.
Capacity constraints were identified as one of the key factors impeding customer satisfaction, especially for information collected of passengers’ experience during peak hours. As CEO Albert noted, “We currently have serious capacity constraints especially during peak operations in various areas which compromises customer satisfaction. It is for this reason that the SCAA has also been working on airport development plans”. CEO Albert concluded that in line with national aspiration as a 5-star tourism destination we need to ensure that our airport experience leaves a lasting first and last impression of the Seychelles.
Looking ahead, SCAA will reinforce its efforts in elevating customer experience, building on existing initiatives through employee engagement, airport community collaboration, and customer feedback data captured, allowing airport staff to expediently identify and rectify issues in real time. SIA will also expand its Accessibility Programme to ensure inclusivity for all passengers and continue with the implementation of the Lospitalite training programme.
About SCAA
The Seychelles Civil Aviation Authority (SCAA) was established under the Seychelles Civil Aviation Authority Act ,2005, as an administrative and financial body corporate to provide for the services, facilities and regulation of civil aviation activities in Seychelles, consistent and in accordance with national and international standards.
Media Contact:
Ms. Alisha Jean-Louis
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For more information, please visit: www.scaa.sc