Vasil Levski Sofia Airport Received High International Recognition for the Quality of Passenger Service

Vasil Levski Sofia Airport has received Level 3 accreditation under the Airport Customer Experience Accreditation program of Airports Council International (ACI World) – a prestigious international program that evaluates the management and development of the passenger experience at airports around the world. The capital’s airport is one of only eight airports out of 600 in Europe certified at Level 3 by ACI World

“This recognition marks an important step in the transformation of Vasil Levski Sofia Airport into a modern 5-star regional hub. The passenger experience is at the heart of our strategy – from improving infrastructure and digitizing services to developing new retail areas, business lounges, and more efficient operational processes. Receiving Level 3 certification from ACI World is international confirmation that we are moving in the right direction,” said Jesús Caballero, CEO of SOF Connect.

The certification recognizes SOF Connect’s consistent efforts to improve service quality, modernize airport infrastructure, and implement international standards in passenger experience management.

Following an independent assessment and verification process, ACI World has recognized Vasil Levski Sofia Airport for its achievements in managing the customer experience in accordance with best practices and global standards in the aviation industry.

The Airport Customer Experience Accreditation programme of ACI World evaluates airports against a number of key criteria related to the overall management of the customer experience, including strategy, passenger satisfaction measurement, operational processes, digital services, staff training, and continuous service improvement.

In recent years, Vasil Levski Sofia Airport has implemented a number of projects aimed at enhancing the passenger experience, including the renovation and expansion of retail and food & beverage areas, the opening of the new business lounge – Primeclass Lounge Sofia, modernization of terminal spaces, implementation of new digital services, and improvements in the airport’s accessibility and sustainability.

The certification comes at a key moment in the airport’s development – the preparation for the construction of Terminal 3, which will be built in line with the highest international standards for quality, sustainability, and passenger service.