Velora reinforces its position as a leading aviation services provider
Velora, a leading Abu Dhabi-born aviation services provider, has become the first ground handling company globally to achieve one of the highest customer experience certifications verified by the British Standards Institution (BSI), recording a score of 99.63% for performance delivered throughout 2025.
The ICXS2024 Standard, developed by the International Customer Experience Institute (ICXI), provides a structured framework for embedding measurable customer experience excellence across complex operational environments.
Certification through BSI confirms that Velora has met rigorous governance, process and performance requirements aligned with international best practice. The assessment covered key operational touchpoints, including check-in, boarding, baggage handling coordination and customer assistance.
Milestone
The milestone further reinforces the strength of Velora’s operating model and its position as a trusted, operations-led aviation partner, delivering consistent, high-quality service across complex and safety-critical airport environments.
“As we continue to evolve, our focus remains on building a future-ready aviation services platform that combines operational excellence with customer experience leadership and innovation,” commented Jubran AlBreiki, Chief Executive Officer, Velora.
“Becoming the first organisation worldwide to achieve ICXS2024 certification through BSI demonstrates a clear, measurable commitment to structured customer experience excellence within one of the most operationally demanding environments in aviation. This is a significant and well-deserved accomplishment,” stressed Robert Keay, Chairman, International Customer Experience Institute.
