June 2, 2026
Munich Airport has become the first German airport to be certified at Level 3 in the Airports Council International (ACI) Airport Customer Experience Accreditation Program. This accreditation underscores the strong commitment to an outstanding passenger experience at Munich Airport.
In today’s highly competitive aviation industry, passenger satisfaction depends not only on efficient and reliable processes, but increasingly on comfort, service quality, and service offerings throughout the entire travel chain. Against this backdrop, Munich Airport regularly reviews, manages, and improves all aspects of the "customer journey" to meet travelers’ rising expectations and offer guests a premium experience.
The ACI Customer Experience Accreditation is the first and only program in the airport industry to provide a 360˚ view of customer experience management. The program is structured into five progressive accreditation levels and evaluates airports’ commitment and strategies for optimizing the passenger experience.
The Level 3 achieved by Munich Airport requires the implementation of a comprehensive customer experience strategy that actively involves passengers, employees, and partner companies.
Jost Lammers, CEO of Munich Airport and Chair of ACI World: "We are very pleased to be the first German airport to achieve Level 3 of the ACI Airport Customer Experience Accreditation Program. This certification confirms our commitment as a premium hub to continuously improve passenger processes, service offerings, and the overall travel experience to ensure passenger satisfaction."
Justin Erbacci, Director General of ACI World: "Achieving Level 3 in ACI’s Airport Customer Experience Accreditation reflects Munich Airport’s strong commitment to continuously enhancing the passenger journey. As a recognized industry leader under the leadership of Jost Lammers, Chair of ACI World, Munich Airport continues to set a strong example through its focus on service excellence, collaboration, and innovation."
