Re/humanizing the airport experience.
Hosted by
Radosław Włoszek
CEO
Kraków Airport
Dear Delegates,
First of all, I would like to say that the being able to host the fourth edition of ACI World Customer Experience Global Summit is a great honour for Kraków Airport - the largest regional airport in Poland.
Kraków Airport has always focused on safety, quality and high standards of services. Recent years showed how important these priorities are - a quick response to changing circumstances is a guarantee of efficient customer service. Providing the best customers’ experience is at a core of Kraków Airport’s daily activities, its commitment to well-being of passengers and its employees has been acknowledge by numerous industry recognitions, including: ACI Airport Health Accreditation, Airport Service Quality Awards or The Voice of the Customer...
Dear Delegates,
First of all, I would like to say that the being able to host the fourth edition of ACI World Customer Experience Global Summit is a great honour for Kraków Airport - the largest regional airport in Poland.
Kraków Airport has always focused on safety, quality and high standards of services. Recent years showed how important these priorities are - a quick response to changing circumstances is a guarantee of efficient customer service. Providing the best customers’ experience is at a core of Kraków Airport’s daily activities, its commitment to well-being of passengers and its employees has been acknowledge by numerous industry recognitions, including: ACI Airport Health Accreditation, Airport Service Quality Awards or The Voice of the Customer.
Briefly touching upon sustainability and corporate social responsibility, Kraków Airport takes a comprehensive approach to the management of on and off-site airport partner organisations. This all-encompassing management approach requires long-term planning, continuous monitoring of the trends in the aviation industry, and the skilful anticipation of change, as well as detecting the many challenges facing our industry.
Kraków Airport - like any other airport - is a part of a region and a key element of its transportation system. Its development translates directly into higher economic position, improved social capital and more tourist traffic. The growing touristic and business potential of Kraków and Małopolska, on the other hand, is the foundation of the airport’s development. In 2021 Kraków ranked 1st in the Business Friendly Cities 2021 organized by Forbes (among cities from 300 to 999 thousand residents). Kraków and Małopolska region also rank high in tourist rankings.
Visitors to Kraków and Małopolska can choose between many attractions - from the wide range of galleries, modern museums and world-class festivals to UNESCO World Heritage sites and places of cultural heritage.
We will do our best to show you the beauty of our city, with the hope that you will come back to Kraków and Małopolska as tourists and as business partners.
Sincerely,
Radosław Włoszek
President of the Board
Kraków Airport
Luis Felipe de Oliveira
Director General
ACI World
Dear Delegates,
On behalf of Airports Council International (ACI), I look forward to welcoming you to Kraków, Poland’s second largest and oldest city, for the ACI Customer Experience Global Summit, taking place from 13–15 September 2022, under the theme: “Re/Humanizing Airport Experience.”
Customer experience is more important than ever for airports as aviation rebuilds and seeks to win travellers back in 2022 and beyond. This will mean actively listening to customers and embracing a forward-looking approach to their evolving needs and expectations—in a new world...
Dear Delegates,
On behalf of Airports Council International (ACI), I look forward to welcoming you to Kraków, Poland’s second largest and oldest city, for the ACI Customer Experience Global Summit, taking place from 13–15 September 2022, under the theme: “Re/Humanizing Airport Experience.”
Customer experience is more important than ever for airports as aviation rebuilds and seeks to win travellers back in 2022 and beyond. This will mean actively listening to customers and embracing a forward-looking approach to their evolving needs and expectations—in a new world.
While the pandemic has accelerated digitalization and the implementation of touchless processes within airports, it has also highlighted the importance of the human-to-human experience within the airport community. Passengers, employees, and airport stakeholders are all looking for positive and meaningful human experiences.
By gathering top customer experience experts from around the world, this year’s conference will seek to demonstrate that the human element remains the undeniable asset to achieving and demonstrating customer centricity, as well as creating a differentiating factor in the airport experience.
This year’s event will also include a ceremony for the 2021 Airport Service Quality (ASQ) Awards and ACI World's Airport Customer Experience Accreditation certificates, delivered in partnership with Amadeus. What’s more, ASQ Program participants will be able to share best practices during their exclusive Customer Experience ASQ Forum.
With more than 300 airport professionals expected to attend, this prestigious Summit is your opportunity to learn, exchange, and explore the competitive spirit. Once again, I look forward to welcoming you in person to the premier event dedicated to helping airport operators understand, meet, and exceed the ever-changing needs of their customers. See you there!
Luis Felipe de Oliveira
Director General
ACI World
About the ACI Customer Experience Global Summit
The fourth annual ACI Customer Experience Global Summit follows the success of the inaugural 2018 event and is quickly becoming the most respected event in the industry for the promotion of customer service excellence. The Summit will comprise the global ASQ Forum, the Customer Experience Global Summit, the celebratory ASQ Awards ceremony, as well as the newly established ACI Customer Experience Accreditation programme ceremony. Combined, the ACI Customer Experience Global Summit is the leading platform for airports around the world to share their experiences, best practices and lessons learned; address challenges and trends; and build on the foundations of a successful airport community.
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