A Step Forward: Vilnius Airport Earns International Recognition for Passenger Experience Management
Vilnius Airport has reached a new milestone by receiving Level II accreditation for passenger experience management from international experts. The recognition comes from the Airports Council International (ACI), whose specialists evaluated various aspects of how Vilnius Airport manages the passenger experience. The conclusion: this area is managed professionally, guided by a clear strategy, and supported by certified specialists and appropriate tools.
"If Michelin inspectors evaluate the world’s top restaurants, then it’s ACI World auditors who assess the professionalism of customer experience practices at airports. Their evaluation—based on data, management practices, and real examples—is invaluable to us as we implement our long-term customer experience strategy, develop related projects, and strengthen the competencies of our staff and leadership. This international recognition confirms publicly that we’re operating at a professional level," said Rasa Petraitienė, Head of Passenger Experience at Lithuanian Airports (LTOU).
The ACI World accreditation is proof of excellence in managing the passenger experience. Globally, only 134 airports currently hold this accreditation, 24 of which are in Europe. Vilnius Airport is now proudly among them.
According to Rasa Petraitienė, the Level II accreditation highlights the progress made by Vilnius Airport in just one year. In 2024, the airport was awarded Level I. To reach Level II, the airport team had to provide detailed documentation of the improvements achieved and present evidence that their management practices met ACI World’s rigorous program criteria.
The international program, launched in 2019, is designed to help airports achieve top results in passenger experience management. It includes best practices structured around eight key areas. In total, there are five accreditation levels, each supporting continuous improvement and in-depth analysis of airport performance in each area.
Key criteria assessed by international experts include customer insights, strategy, governance, communication, customer experience research, employee training, and more.
It is also worth noting that the achievements of Lithuanian Airports are recognized by the local public. A recent national public opinion survey revealed that 9 out of 10 respondents acknowledged the progress made by Lithuanian Airports in improving service quality and overall passenger comfort. Participants particularly emphasized the convenience of reaching major European economic and financial hubs, as well as key aviation network centers, from Lithuania.