LPIA Renews Airport Customer Experience Accreditation

Lynden Pindling International Airport (LPIA) is proud to announce its recent reaccreditation by Airports Council International (ACI) for exceptional customer experience.

The airport is one of 19 facilities in the region to attain the mark of excellence for consistent delivery of outstanding service centered on the passenger experience. Having first received accreditation in 2019, the airport is being reaccredited post-pandemic accounting for the change in guest needs and expectations.

 To obtain reaccreditation, participating airports undergo a thorough assessment of airport services, facilities, and overall guest satisfaction. Staff and stakeholders take part in a comprehensive review and training process focused on a 360˚ view of guest experience management.

 Vernice Walkine, President & CEO at Nassau Airport Development Company (NAD) said the achievement underscores LPIA’s commitment to providing an extraordinary travel experience. “ Our operations are passenger-centric and we strive to exceed expectations at every touchpoint. As the first and last impression of our destination, we want to treat all of our passengers as guests,” Walkine said. “We are pleased to receive this reaccreditation, which is a testament to the hard work and dedication of our entire airport community. This certification reaffirms our commitment to creating a seamless and enjoyable journey for everyone who passes through our airport.”

 Jonathan Hanna, Vice President of Operations at NAD emphasized the importance of continuous improvement: “At LPIA, we continue to use tools to measure guest experience. We have been using the globally recognized ASQ (Airport Service Quality) surveys for many years to better anticipate guest needs. Our goal is to build on this reaccreditation by implementing innovative solutions to further enhance the guest experience. We have an ambitious target of becoming a 5-star facility and we believe that we can get there by listening to our guests and meeting their needs at every step.”

 As part of an ongoing commitment to enhancing guest experience, LPIA has implemented several initiatives aimed at improving guest satisfaction through investment in its people, technology and assets. These include bringing on additional guest service team members to assist the traveling public, guest experience training for front line staff, investing in technology to provide real-time information to passengers and a robust capital project plan aimed at making improvements to the facility.

 Looking ahead, LPIA seeks to further improve guest experience by expanding amenities and focusing on accessibility, sustainability and overall guest convenience.