Sofia Airport. Photo: Shutterstock Vasil Levski Sofia Airport continues to strengthen its position in European aviation after receiving Level 3 certification under the Airport Customer Experience Accreditation program of ACI World, one of the industry’s most prestigious recognitions for passenger experience.
The airport in Bulgaria’s capital is one of only eight airports out of around 600 across Europe to receive accreditation at this level.
The international recognition followed an independent review and evaluation process that examined the airport’s management of passenger experience in line with leading global aviation standards and practices.
ACI World said the accreditation reflects the airport management’s ongoing efforts to improve service quality, modernize infrastructure and implement international standards in passenger experience.
The international program evaluates airports based on a range of criteria, including service strategy, passenger satisfaction measurement, operational processes, digital services, employee training and continuous service improvement.
In recent years, Sofia Airport has undergone a series of significant upgrades, including expanded retail and dining areas, the opening of the new Primeclass Lounge Sofia business lounge, upgrades to terminal areas, the introduction of new digital services and improved accessibility and sustainability.
The recognition also comes at a significant time for the airport, which is currently preparing for the construction of the new Terminal 3, a project expected to be built to the highest international standards in service, quality and sustainability.
Jesus Caballero, CEO of SOF Connect, the company that operates the airport, said:
“This recognition marks an important milestone in transforming Sofia Airport into a modern 5-star regional hub. The passenger experience is at the heart of our strategy — from upgrading infrastructure and digitalizing services to developing retail areas, lounges, and more efficient operational processes.”