Mactan-Cebu International Airport (MCIA) has reached a new milestone in customer service, achieving Level 2 Airport Customer Experience Accreditation from the Airports Council International (ACI). This makes MCIA the first airport in the Philippines to hold both Level 1 and Level 2 accreditations.
The ACI, a global organization representing airports worldwide, awarded MCIA this recognition based on its effective customer experience strategy, management of daily operations, and high levels of customer satisfaction.
“Year after year, we refine our customer experience strategies by leveraging innovation and engaging in consultations with passengers and other stakeholders,” said Aboitiz InfraCapital (AGMCAC) Customer Experience Head, Ricia Montejo.
“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.”
This achievement highlights MCIA’s dedication to providing a positive experience for travelers.
“In the course of its expansion, MCIA is committed to following best practices compliant with government policies and global aviation standards,” said AGMCAC Chief Executive Officer, 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,” Titonis added.
A clear and proven strategy that meets global standards is at the core of our operations. We ensure smooth movements are facilitated daily in the airport and create and manage long-term plans that put our customers first.
Julius Neri, Mactan-Cebu Airport Authority General Manager
MCIA, the second-largest airport in the Philippines, serves over 11 million passengers annually. Operated by a consortium that includes Aboitiz InfraCapital, GMR Group of India, and Megawide Construction Corporation, MCIA aims to be a leading tourism gateway for the Philippines.
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