The Mactan-Cebu International Airport (MCIA) has advanced to Level 2 in customer experience accreditation according to the Airports Council International (ACI), progressing from its previous Level 1 status and remaining the only gateway in the country rated by ACI.
ACI is a leading group that helps airports worldwide improve safety, security, and sustainability.
Big picture
The Ninoy Aquino International Airport, which is not accredited by ACI, is constantly ranked among the world’s worst gateways.
There is hope service quality will dramatically improve after the San Miguel Corp.-backed consortium takes over in September this year.
MCIA was privatized in 2014, initially managed by the Megawide Construction-GMR consortium, and is now operated by Aboitiz InfraCapital, part of the Aboitiz family conglomerate.
Feedback and smiles
“Apart from the warm and inviting culture that the airport practices towards its passengers, we gather representatives from different age groups to seek their ideas and understand their sentiments, which are relevant in enhancing the overall airport experience,” Ricia Montejo of Aboitiz InfraCapital (AGMCAC) said in a statement on Tuesday.
The Level 2 accreditation shows that MCIA has a strong strategy for delivering excellent customer service and effective daily operations.
Room to soar
According to ACI, there are a total of 5 levels.
To achieve Level 2, the airport needs to have a clear customer experience strategy led by a professional who works with a team to improve the overall plan and tools.
Level 5 airports prioritize customer experience even more. Key performance indicators are based on daily customer interactions. Everyone at the airport works together to support this strategy.
ACI does not publish the specific levels of accredited airports.
Rising to the challenge
“In the course of its expansion, MCIA is committed to following best practices compliant with government policies and global aviation standards,” said AGMCAC CEO Athanasios Titonis.
“We envision a collaborative airport where management and customers share a common goal of enhancing various service aspects that promote the airport's safety and sustainability,” he added.
Miguel R. Camus has been a reporter covering various domestic business topics since 2009.
