The achievement underscores Sharjah Airport's continued commitment to service excellence and its ongoing efforts to strengthen its position as a travel hub that balances operational efficiency with a strong focus on passenger comfort and satisfaction.

This milestone marks the latest stage in a sustained journey of customer experience development. Sharjah Airport first achieved Level 1 accreditation in 2022, after establishing a culture of listening to passengers, measuring their satisfaction, and understanding their needs. It then progressed to Level 2 in 2023 by developing and implementing a comprehensive customer experience strategy across all departments. In 2025, the airport renewed its Level 2 accreditation, reaffirming its commitment to continuous improvement and service excellence. The achievement of Level 3 in 2026 represents the practical implementation of its customer experience strategy through the delivery of development initiatives and the active involvement of employees and partners in enhancing the passenger journey.

The programme helps airports advance customer experience management through a comprehensive assessment and training framework covering employees, partners, and capability development. It is the only programme in the airport sector that provides a complete evaluation of customer experience management practices across the entire airport.

Passengers at the heart of priorities

His Excellency Ali Salim Al Midfa, Chairman of Sharjah Airport Authority, said that this accreditation reflects Sharjah Airport’s commitment to making passenger satisfaction a central focus of operations and services, in line with our strategy to deliver an integrated travel experience built on quality and excellence, while supporting Sharjah's position as a leading destination for travel, tourism, and business. He added that achieving Level 3 accreditation demonstrates Sharjah Airport's ability to listen to passenger feedback, analyse it effectively, and translate it into tangible improvements in collaboration with airport partners, thereby raising service standards across the airport community.

His Excellency explained that the accreditation process assessed how passenger feedback is collected and used, how effectively the airport coordinates with service providers, and its ability to deliver a seamless travel experience from arrival to departure. This helps create a welcoming and efficient environment that meets travellers' expectations. He reaffirmed that customer experience will remain a key priority for Sharjah Airport, with ongoing initiatives to enhance the passenger journey and reflect the hospitality and welcoming spirit for which Sharjah is known.

Leveraging passenger feedback

To achieve Level 3 accreditation, Sharjah Airport introduced several initiatives to better understand passenger expectations. These included strengthening customer feedback tools, which helped identify improvement opportunities and enabled faster responses. The airport also deepened its collaboration with airlines, ground handlers, and other stakeholders to ensure consistent service standards throughout the passenger journey.

Passenger satisfaction reports are now shared regularly across airport departments, helping teams recognise strengths and pinpoint areas for improvement. Employees across the airport community also support the passenger experience, reinforcing a culture of shared responsibility for service quality.

About the Airport Customer Experience Accreditation Programme

Airports Council International launched the Airport Customer Experience Accreditation Programme to help airports measure and improve the quality of the passenger experience. The programme enables airports to explore new approaches to managing passenger journeys, develop clear action plans, and access specialist expertise, practical tools, and learning opportunities.

The programme also encourages collaboration among airport stakeholders to enhance the passenger experience, demonstrate airports' commitment to the communities they serve, and improve customer satisfaction through operational improvements and best practices.