SkyTeam takes gold and silver at International Customer Experience Awards ICXA 2021


Awards recognize SkyTeam’s commitment to providing the safest and most seamless customer experience at every airport, on every flight.

AMSTERDAM, 9 December 2021 – SkyTeam, the global airline alliance, has won a gold and a silver award at this year’s International Customer Experience Awards ICXA 2021.

SkyTeam’s SkyCare&Protect won gold in the Customer Experience in the Crisis - Government Services and Aviation category, for its multi-layered health safety and hygiene measures to keep customers and employees as safe as possible. SkyTeam was the first alliance to roll out aligned health safety protocols across all its 19 members in June 2020, including: intense aircraft sanitizing; HEPA filters to ensure clean air on board; mandatory mask wearing; frequent access to hand sanitizer stations at hubs; safe distancing; onboard service adjustments and more.

This year, SkyTeam-developed technology boosted SkyCare&Protect from an initial 15 to 22 measures, including an alliance-first Testing Labs Locator at to enable customers to find and book the right COVID-19 tests worldwide.


SkyPriority was awarded silver in the Customer Centric Culture – Over 10,000 Employees category. Almost a decade since SkyTeam became the first alliance to offer aligned priority airport services, SkyPriority continues to set the industry standard for premium customer recognition by rewarding customers at more than 970 airports worldwide. SkyPriority was shortlisted for a further two awards: Customers at the Heart of Everything and Best Measurement in Customer Experience over 10,000 Employees.

“We are navigating the most challenging times our industry has ever faced and through it all, SkyTeam and its members have delivered health safe service combined with high-quality customer experience upon which our alliance was founded,” said Kristin Colvile, SkyTeam CEO. “These awards are a well-deserved recognition for SkyTeam members and their people around the world who have continued to put customers at the heart of everything we do throughout this crisis.”


In making their decision to award SkyTeam gold, the judging panel said SkyCare&Protect was, “The standout component was the ability to galvanise CX experts from different organisations to collaborate effectively and consistently under very demanding time pressures.”

Held annually, the ICXA celebrate the work done by CX professionals worldwide and attract a very high calibre of entries from leading global brands across all industries. The judging panel comprises international CX experts and industry leaders from start-ups to blue-chip organizations.