Passenger Satisfaction and Accessibility

As the employees of iGA Istanbul Airport, a gateway to the world where people of all ages, cultures, and nationalities come together, we are dedicated to welcoming all our guests in line with the tradition of Turkish hospitality. With our friendly team and the services we provide at every point of the airport, we strive to deliver the world’s best airport experience. Together with our team, stakeholders, and guests, we embrace the principle of “Together at Istanbul Airport.”

 

In our accessibility initiatives, we aim to go beyond national and international standards by implementing more effective practices. We provide inclusive services such as guiding paths, accessible restrooms, adult changing rooms, a sign language video call center, and Braille signage and boards to facilitate ease of access for our passengers. In addition, to make hidden disabilities visible, we have introduced projects such as the Sunflower Lanyard, Accessible Route, Route Companion, and Video Call Center, ensuring sustainable, accessible, and inclusive services. With the Accessibility Basic Training provided to iGA employees and our 92 specially trained staff, we continue to raise awareness in this area.

 

Through these efforts, we have been awarded the highest accreditation level, Level 5, in the Airport Customer Experience Accreditation program of the Airports Council International (ACI). With this recognition, iGA Istanbul Airport became the fourth airport worldwide and the first in Europe to achieve this level.

 

In 2021, we were also awarded the Accessibility Certificate by the Ministry of Family and Social Services.

In December 2024, we signed the Aviation4All Declaration together with 43 leading aviation organizations. We embraced this declaration as it aligns closely with our sustainability vision, committing to a significant transformation outlined under nine key principles.

 

1. Net Zero Emissions Target

 

Fulfilling environmental commitments to achieve carbon-neutral aviation.

 

 

2. Inclusivity and Diversity

 

Supporting an equal and inclusive working environment for all individuals.

 

 

3. Strengthening Global Connectivity

 

Enhancing transport networks to ensure greater accessibility.

 

 

4. Enhancing Safety and Security

 

Improving safety standards for passengers and employees in collaboration with governments.

 

 

5. Value Chain Integration

 

Adopting seamless, technology-driven solutions to enhance customer and cargo experiences.

 

 

6. Customer-Centric Corporate Culture

 

Embracing a service approach centered on the passenger experience.

 

 

7. Improving Operational Performance

 

Increasing efficiency by reducing service disruptions.

 

 

8. Financial Efficiency and Accessibility

 

Ensuring air travel reaches wider audiences through economic sustainability.

 

 

9. Increasing Impact on Global Society

 

Strengthening aviation’s contribution to economic development, prosperity, and cultural exchange.