Insider Spotlight
That push has now gained international recognition, with the Airports Council International (ACI) World awarding Clark International Airport Level 2 Airport Customer Experience Accreditation, a milestone that signals the airport’s more structured approach to managing and improving the traveler journey.
Why it matters
The recognition comes as Clark builds on a broader strategy to make the airport experience easier, faster and more welcoming for passengers, especially as it serves as an access point to some of the Philippines’ most sought-after destinations.
The Level 2 accreditation marks Clark’s continued progress after it received Level 1 Airport Customer Experience Accreditation last year, showing steady advancement in how the airport designs and measures service improvements.
“A well-planned airport experience has the power to shape the entire journey. Our focus at Clark International Airport is to continuously improve how passengers move through the terminal so that every trip begins in a way that feels easy, efficient, and welcoming,” Noel Manankil, president and CEO of Luzon International Premiere Airport Development Corp. (LIPAD), the manager and operator of Clark International Airport, said in a press statement.
The big picture
The ACI Airport Customer Experience Accreditation Programme is the only global program designed specifically to help airports improve passenger experience through long-term planning, best practices and industry knowledge-sharing.
The framework has five levels and assesses airports across eight areas, including customer understanding, strategy, measurement, operational improvement, governance, airport culture, service design and innovation, and airport community collaboration.
Achieving Level 2 means Clark has established a clear customer experience strategy and is already using tools such as customer journey mapping, passenger personas and satisfaction insights to identify priorities and guide improvement efforts.
Earlier this year, Clark was also recognized for Best Airport Arrivals, placing it among only six airports worldwide to receive the distinction, highlighting its efficient arrival processes and smooth passenger flow.
What’s next
With another global credential added to its record, Clark is reinforcing its pitch as both a transport hub and a passenger-focused gateway. —Vanessa Hidalgo | Ed: Corrie S. Narisma
