CVG Airport earns recognition for putting travelers first
Global airport association honors airport staff for
prioritizing customers’ feedback
Erlanger, Ky. (February 11, 2021)– Cincinnati/Northern Kentucky International Airport (CVG) has earned recognition in Airport Council International (ACI) World’s Voice of the Customer program. This initiative recognizes airports that continued to prioritize their customers and remained committed to ensuring that their voice was heard during the COVID-19 pandemic in 2020.
“Congratulations Cincinnati/Northern Kentucky International Airport. The Voice of the Customer recognition celebrates the commitment of airports that continued listening to passengers and adapting processes and procedures to meet changing expectations of customer experience in response to COVID-19,” said ACI World Director General Luis Felipe de Oliveira. “As our industry works towards recovery, airports that listen to – and prioritize the needs and expectations of – customers will be better-placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking, for airports to gather information on the needs and expectations of customers and help drive their performance in response.”
“Taking care of our customers is more important than ever during these difficult times,” said Candace McGraw, chief executive officer, CVG. “Our team has gone above and beyond throughout the pandemic to analyze customer feedback and consistently improve the passenger experience. Our team is appreciative of the recognition of these customer service efforts.”
The award is the latest given to CVG during the pandemic. In September, ACI recognized CVG with its Airport Health Accreditation for its efforts to keep travelers and airport staff safe during the pandemic; the first airport in the Midwest to achieve that recognition.
The airport continues to enhance its “Fly Healthy” initiatives, which include cleaning and disinfection, social distancing reminders and more. To see a comprehensive list of how CVG has responded to COVID to prepare facilities for the health and safety of passengers and employees, click here.