Airport receives global award for commitment to ensuring the voices of passengers are heard during the COVID-19 pandemic.
Grand Rapids, Michigan, February 25, 2022 –The Gerald R. Ford International Airport was recognized by the Airports Council International (ACI) as a recipient of 'The Voice of the Customer' initiative.
The 'Voice of the Customer' initiative highlights airports that are committed to understanding the expectations of their guests and adapting to their feedback to provide a first-rate experience to the traveling public. To qualify, airports must have collected three or more quarters of data through the Airport Service Quality (ASQ) program, the world’s leading airport customer experience measurement and benchmarking program.
“Our passengers’ comfort and overall experience when traveling through the Airport is one of our top priorities,” said Tory Richardson, president and CEO of the Gerald R. Ford International Airport Authority. “We value and welcome our guests’ feedback as it helps us to better serve those traveling to and from West Michigan.”
ACI represents the voice of airports around the world and promotes the standards of excellence for those in the aviation industry. Over 200 airports around the world were recognized with the Ford International Airport being one of 32 airports recognized in North America.
“We are honored to receive such an important recognition from our peers at ACI,” Richardson said. “Our team worked incredibly hard to support our guests during the pandemic with our enhanced health and safety measures to provide a comfortable traveling experience for all."
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