FL: Orlando International Airport Earns Prestigious ACI Accreditation for Customer Experience

Orlando International Airport (MCO) received the esteemed Airport Customer Experience Accreditation from Airports Council International (ACI), reaffirming its position as a global leader in delivering exceptional customer experiences.

This recognition reflects MCO’s unwavering commitment to improving the travel experience for the more than 57 million passengers who pass through the airport each year. The ACI Airport Customer Experience Accreditation evaluates airports around the world on key pillars, including Customer Understanding, Strategy, and Measurement. Each merit is critical in ensuring customers receive world-class service at every touchpoint of their journey through MCO.

“This accreditation is a testament to the dedication and passion of our entire MCO team,” said Lance Lyttle, CEO of the Greater Orlando Aviation Authority (GOAA), which manages Orlando International Airport. “Creating a world-class experience for the millions of people who travel through MCO every year is more than just a goal; it’s at the heart of why we do what we do. We’ve made it a priority to listen, to innovate, and to always put people first. At the end of the day, it’s about making every journey better.”

Through this accreditation, ACI recognized MCO for:

Customer Understanding – Listening to passengers. MCO proactively gathers feedback directly from travelers to better understand what they enjoy and what could be improved, then uses that input to guide real changes. Some improvements based on customer feedback include increasing digital signage for wayfinding and messaging, and adding large gate numbers above checkpoints to minimize confusion.

Strategy – Defining a clear vision for service. MCO has a well-defined plan for customer experience, with every team member understanding how their role contributes to making travel smoother and more enjoyable.

Measurement – Tracking what matters. MCO monitors how its customer service efforts impact things like customer satisfaction, employee morale, and overall airport performance.

Orlando International has many customer-focused programs to help ease a passenger’s journey, from the parking lot to the plane. These programs include Reserved Parking and security screening, as well as the MCO Paw Pilots Therapy Dog Program, which provides experiences to help calm the anxiety that some experience while traveling.

As an airport with nonstop service to 60 international destinations, MCO customers often speak many different languages. Customer Service Ambassadors are strategically placed throughout the airport to provide language assistance. MCO also regularly commemorates special moments (birthdays, celebrations, first flights), through a “Memories Created in Orlando (MCO)” button program.

“Earning this accreditation is more than a milestone; it is a clear validation of MCO’s mission to elevate the travel experience at every step,” said Tawana Allen, Vice President of Customer Experience at Orlando International. “By putting people at the center of everything we do, MCO is continuing to innovate and evolve, defining a new era of airport excellence.”