The “Voice of the Customer” honor bestowed by Airports Council International (ACI) World, the leading trade association for airports worldwide, recognizes airports which continued to “prioritize their customers and remained committed to ensuring that their voice was heard during the COVID-19 pandemic in 2020.”
According to ACI, ONT made significant efforts in gathering passenger feedback which enabled the Inland Empire airport to gain a deeper understanding of its customers’ needs and expectations while delivering a superior customer experience under trying circumstances.
“For much of the past year, we have operated in unchartered territory, but our team of professionals adjusted course, connected with passengers and remained focused on delivering the first-rate airport experience our customers have come to expect,” said Mark Thorpe, chief executive officer of the Ontario International Airport Authority.
“At the onset of the pandemic, we quickly enhanced protocols to keep our passenger facilities clean, adopted protocols in consultation with public health authorities and worked tirelessly to reassure our customers that they are safe in our airport.
“We are grateful for the loyalty of our customers and recognition from leaders in our industry,” Thorpe added.
The latest honor completes a triple crown for ONT for its work to engage customers, enhance airport procedures and continue to deliver excellence in customer service in the midst of ongoing challenges never before experienced by the aviation industry.
In January, the Montreal-based ACI recognized ONT with The Airport Health Accreditation, for providing a safe airport experience for all travelers in line with recommended health measures and helping to reassure the travelling public that precautions are being taken to reduce any risk to their health.
Last August, ONT earned ACI’s prestigious Customer Service Experience Accreditation for its ability to identify and understand the needs and expectations of airline passengers and airport visitors, all the while enhancing the customer service experience. The Southern California aviation gateway was one of just nine airports in North America – and the only Los Angeles-area airport – to earn the distinction.