NAIA, nakamit ang unang global customer-experience accreditation sa ilalim ng NNIC
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Nakuha ng Ninoy Aquino International Airport (NAIA) ang kauna-unahang global customer-experience accreditation nito mula sa Airports Council International (ACI) —ang global association ng airport authorities na kumakatawan sa higit 2,000 airports.
“Earning the ACI accreditation this early says a lot about the people working every day to improve NAIA. We still have a lot to do, but because of their commitment, we are making steady progress in terms of upgrading the airport’s systems and strengthening the service culture that travelers experience,” ani NNIC president Ramon S. Ang.
Ayon naman kay NNIC general manager Lito Alvarez,” NAIA achieved Level 1 Airport Customer Experience Accreditation, the first time the country’s main gateway has been recognized by ACI for meeting international standards in managing and improving the passenger experience. The accreditation comes from ACI’s Airport Customer Experience Accreditation program —the only global framework that evaluates how airports understand, measure, and improve the end-to-end passenger journey.”
Aniya, mula July hanggang September 2025, “ACI’s Airport Service Quality (ASQ) survey gathered real-time feedback from 700 arriving and departing passengers across all terminals. NAIA achieved 100 percent compliance with ACI’s sampling and data standards, allowing its results to be included in the organization’s global benchmarking program.”
Ang pagkilala ay nakuha ng NAIA may isang taon pa lang mula nang i-take over ng New NAIA Infra Corp. (NNIC), isang consortium na pinamumunuan ng San Miguel Corporation and Incheon International Airport Corp., ang operations ng NAIA sa ilalim ng isang public-private partnership na ini-award sa pamamagitan ng competitive bidding process noong September 2024.
Ang NAIA ay humahawak umano ng 50 million passengers kada taon at kinukumpirma umano ng accreditation ang “early results of NNIC’s dual focus on customer-experience management and physical modernization, which together raised NAIA’s passenger satisfaction to 4.06 out of 5 in the latest ACI ASQ survey — above the 4.0 performance requirement under the concession agreement.”
Ayon kay San Miguel Corporation VP for Special Communications Mary Jane Llanes, ang NAIA sa ilalim ng NNIC ay nakapagtala ng mprovements gaya ng staff courtesy, check-in efficiency at terminal facilities.
“To further enhance the passenger experience, NNIC recently opened the 6,000-square-meter Mezzanine Food Hall at Terminal 3, with additional food halls and restaurants set to open across Terminals 1 and 2 by early 2026. Physical upgrades are also underway, from infrastructure rehabilitation and terminal expansion to new power systems, modernized baggage handling, the rollout of the new Collins biometric passenger processing system and improved digital information systems, among others,” ani Llanes.
“On top of these, NNIC has remitted over P57 billion to the national government in its first year — the highest revenue share ever recorded for a Philippine airport concession — showing how the PPP is delivering tangible benefits to both government and the public,” dagdag pa niya. (JERRY S. TAN)