Nadi International Airport has achieved Level 2 of the Airports Council International (ACI) Customer Experience Accreditation Programme, marking a major milestone in improving the passenger experience at Fiji’s main international gateway.
Building on the Level 1 status earned last year, the new accreditation recognises the airport’s progress in turning customer feedback into practical action.
To understand the traveller’s journey, Fiji Airports analyses ACI Airport Service Quality data alongside surveys, QR feedback, complaints, and frontline observations.
Fiji Airports chief executive officer Mesake Nawari said the achievement demonstrated the organisation’s commitment to putting passengers at the centre of continuous improvement.
“Every passenger’s journey through our airport matters,” Mr Nawari said in a statement.
“That means listening carefully to what our passengers are telling us, understanding where we can do better, and most importantly, acting on those insights.
“Achieving Level 2 recognises the progress we are making in turning passenger feedback and data into practical improvements at Nadi International Airport,” he said.
The Level 2 assessment evaluated several key operational areas, including strategy, governance, airport culture, terminal cleanliness, queue management, and staff interactions.
These insights are currently driving upgrades in wayfinding, washroom cleanliness, seating, and passenger amenities.
Mr Nawari noted that while the accreditation was an important milestone, added the focus remained on long-term growth.
The stronger framework will allow the airport to consistently measure service impact as Fiji Airports continues to invest in infrastructure, facilities, technology, and staff.
