The top airports in Africa in 2021 have been selected Jomo Kenyatta International Airport and Moi International Airport for providing the best customer experience. For the second year in a row, the two airports won the Best Airport by Size and Region awards in 2021, after outperforming over 300 airports worldwide in terms of customer service. The awards were given out based on the number of passengers handled by each airport in 2021.
Among airports that handled between five and 15 million passengers in 2021, Nairobi’s JKIA came out on top in Africa for great customer service. Moi International Airport in Mombasa, on the other hand, was named the best in Africa for great customer service among airports with fewer than two million passengers in 2021. The Airports Council International (ACI) conducted the poll utilizing research techniques and benchmarking data from its Airports Service Quality program, which assesses customer requirements and expectations in airports.
While officially writing to the authority about the prizes, ACI director general Luis Felipe de Oliveira commended the Kenya Airports Authority on their outstanding achievement. “Your consumers have spoken, and they have recognized your team’s accomplishment in offering a superb customer experience during these trying times,” Felipe de Oliveira remarked. “As the sector recovers, continuing to listen to and react to passengers will be absolutely critical to enhancing airports’ competitive advantage, non-aeronautical revenue, and guaranteeing the long-term revival of the whole aviation ecosystem,” he added.
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