Houston Airports achieves Level 2 in ACI Airport Customer Experience Accreditation

Apr 1, 2025

As passenger traffic soars, Houston Airports proves that smart growth and standout service can go hand in hand.

HOUSTON—Houston Airports continues to deliver world-class passenger service, having achieved Level 2 in the Airports Council International (ACI World) Airport Customer Experience (CX) Accreditation program for both George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU). This milestone represents the latest step in the airport system’s voluntary commitment to enhancing the passenger journey through strategy, innovation and collaboration.

The ACI World Customer Experience Accreditation is the only program in the airport industry that provides a 360˚ view of customer experience management. Designed to build long-term capacity, the program includes a comprehensive review and training process involving employee development, stakeholder engagement and continuous improvement strategies.

As of March 2025, IAH and HOU were among only 15 airports in North America to have achieved ACI World’s customer experience accreditation.

After achieving Level 1 in February 2024—which focused on understanding customer expectations and feedback—Houston Airports has now moved to Level 2 by formalizing a customer experience strategy, implementing support tools and empowering a dedicated customer experience professional to lead a cross-functional team that co-creates and activates improvements across both airports.

“Houston welcomed more than 63 million passengers last year, and as we prepare to serve even more in the years ahead, we remain laser-focused on delivering a smart, intuitive experience from curb to gate,” said Jim Szczesniak, director of aviation for Houston Airports. “This accreditation proves we can grow without losing sight of what matters most—our passengers and their needs.”

According to ACI World Director General Justin Erbacci, “The ACI Airport Customer Experience Accreditation program is the first global initiative focused on advancing customer experience management within the airport industry. Earning this accreditation underscores your airport’s commitment to improving customer satisfaction and meeting the ever-changing expectations of travelers.”

Ronnie Pickard, managing director of guest experience and strategy for Houston Airports, sees the accreditation as a team victory. “We’re harnessing innovation, Houston-friendly hospitality and a common vision to deliver the best possible experience,” said Pickard. “As we set our sights on Level 3, we look forward to collaborating more closely with our partners in concessions, airlines, and federal security to ensure every passenger touchpoint is exceptional.”

The ACI World program consists of five levels that provide airports with a roadmap for short-term action and long-term transformation. Level 3 will require multifaceted engagement from customers, employees and airport professionals who deliver customer service. Houston Airports is already laying the groundwork to achieve this next level of excellence.