Aboitiz InfraCapital, Inc. (AIC) has implemented a comprehensive customer service improvement program at Laguindingan Airport as it prepares to assume operations of Northern Mindanao’s primary gateway by the end of April 2025.
The infrastructure arm of the Aboitiz Group recently conducted Aviation Customer Service Excellence Training for airport frontliners on April 3-4, 2025. This specialized program aims to transform passenger experience at the country’s sixth-busiest airport.
“As we prepare to take the reins at Laguindingan International Airport, our priority is to ensure that patssengers experience warmth, efficiency, and care from the moment they enter the terminal,” said AIC President and Chief Executive Officer Cosette V. Canilao.
The training equips staff with essential skills in communication, customer empathy, cultural sensitivity, and handling diverse passenger concerns. It also covers basic grooming standards to ensure a consistently professional appearance among all customer-facing personnel.
AIC Vice President and Head of Airports Business Rafael M. Aboitiz emphasized: “Our goal is to build infrastructure as well as meaningful and memorable journeys. Laguindingan International Airport has so much potential, and we are committed to making it a regional pride.”
The customer experience initiative follows a successful model already implemented at Mactan-Cebu International Airport (MCIA), which AIC operates through its subsidiary Aboitiz InfraCapital Cebu Airport Corporation (ACAC).
MCIA recently earned the 2024 Airport Service Quality Award for Best Airport in Asia-Pacific (5-15 million passengers category) from Airports Council International.
This training program is just the beginning of AIC’s ambitious plans for Laguindingan. According to the company, it signed a P12.75 billion concession agreement in October 2024 to develop and modernize the airport over 30 years following the April 2025 turnover.
The expansion will be implemented in two phases, increasing the airport’s capacity from the current 1.6 million passengers per annum to 3.9 million in the first phase, with potential growth to 6.3 million depending on traffic demand.
Beyond Laguindingan, AIC is also set to take over operations of Bohol-Panglao International Airport in June 2025. The company has committed P4.53 billion to upgrade and modernize that facility, which currently ranks as the country’s ninth-busiest gateway.
These airport projects align with AIC’s broader infrastructure development strategy as it marks its 10th year of operations. The company continues to leverage its expertise in infrastructure and technology to enhance connectivity across the Philippines.
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