Riga Airport Reaches a Higher Level in Global Customer Experience Accreditation Programme

Foto: Riga-airport.com | Autors: Ilze Salna | 2025.08.06

RIX Riga Airport has fulfilled all the prerequisites within a year to become the only airport in the Baltic states to achieve the third level of the International Airport Council’s Customer Experience Accreditation.

The Airport Customer Experience Accreditation is a global certification programme and the only international accreditation designed specifically for airports that evaluates how effectively airports manage and improve their passenger experience.

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“This is a step closer to excellence and a global recognition of Riga Airport’s compliance with international passenger experience standards. We are proud to be the first Baltic airport to achieve the third accreditation level, and we greatly appreciate our team of employees who, every day, create, maintain, and improve the customer experience so that every journey through Riga Airport begins and ends on a pleasant note. More satisfied passengers strengthen Riga Airport’s reputation, which is important when competing with other airports in Northern Europe,” says Artūrs Saveļjevs, Member of the Board at RIX Riga Airport.

As part of the Airport Customer Experience Accreditation Programme, the Airport Council International regularly conducts passenger experience and satisfaction surveys at Riga Airport. The results show that overall passenger satisfaction at Riga Airport consistently exceeds four out of five points and is higher than the average satisfaction level at similarly sized airports in Europe. Passengers in Riga rate the accessibility of the Airport, security screening, and ease of navigation within the Airport as the highest aspects of their experience. Moreover, passengers identify these very factors as the most important in shaping their overall impression of the Airport.

Riga Airport regularly conducts passenger satisfaction surveys, including focus group studies on passenger experience at the airport. The insights gained from these studies enable the airport to continuously enhance the services offered to its customers.

Since last year, Riga Airport has enhanced the quality of its existing services and introduced several new offers. A new relaxation area with locally made Latvian furniture has been created in the gallery on the 2nd floor of the passenger terminal. The diesel-powered passenger buses have been replaced with new, sustainable electric buses. Several new retail outlets have been opened, and since last summer, the first capsule hotel in the Baltic airports has been successfully operating at Riga Airport. A new service has also been introduced – the Meet & Greet assistance service, which allows passengers to be accompanied by Airport staff for a fast and convenient journey to their desired location within the Airport. The service includes access to the fast-track security lane, support during border control, and assistance with baggage handling.

Riga Airport has been participating in the ACI Customer Experience Accreditation Programme – which consists of five levels – since 2023, achieving the second accreditation level one year ago. The goal of the programme is to help airports evaluate, improve, and validate their efforts in the field of passenger experience. Currently, 137 airports worldwide have achieved one of the accreditation levels, of which only 24 are European airports.