THE Mactan-Cebu International Airport (MCIA) has received recognition for elevating the passenger and customer experience at the airport.
MCIA is the first and only airport in the Philippines to receive the Airport Customer Experience accreditation from the Airport Council International (ACI) for demonstrating continuous and excellent customer experience management and practices.
ACI is a global association of airports that collaborates with other groups to create policies, programs and best practices to raise airport standards all around the world.
“The Airport Customer Experience accreditation is a testament to the hard work and dedication of the entire team at MCIA and our exceptional partnership with the Mactan-Cebu International Airport Authority (MCIAA) and all the airport stakeholders,” AIC senior executive assigned to MCIA, Athanasios Titonis, said in a statement on Thursday, July 27, 2023.
“We have always placed utmost importance on providing world-class services and amenities, and this recognition is an important step to taking the right direction of our vision of becoming the world-class tourism and transfer gateway in the Philippines,” he said.
Improvements
According to a statement released by MCIA on July 27, the airport has been working to improve customer satisfaction.
Numerous enhancements have been made to the airport, including a smooth check-in process, a wide range of restaurants and shopping options, and effective security procedures.
Julius Neri Jr., the general manager and chief executive officer of the MCIAA, has expressed his gratitude to all airport staff and personnel, including the stakeholders, for working together to get the certification.
“This accomplishment reflects our commitment to raising the bar and setting new standards for customer service and satisfaction in the airport sector. Being the first airport in the Philippines to receive the Airport Customer Experience accreditation fills us with great pride but it also humbles us to continuously strive for excellence,” Neri said.
He added: “Our journey does not end here; rather, it marks the beginning of where we further elevate our services to ensure that every passenger passing through MCIA feels valued.”
Meanwhile, Tourism Secretary Christina Frasco also congratulated the MCIA on another accomplishment.
“Cebu’s award-winning airport has been a source of pride for many Filipinos, captivating foreign and domestic travelers, evincing excellence in purveying convenient, efficient and an enhanced travel experience at every touchpoint of the journey,” Frasco said in her statement on Monday, July 31.
ACI has 712 members in 171 countries that operate 1,925 airports and represent the collective interest of airports across the globe in promoting excellent aviation industry standards.
MCIA was also recognized by the same body in 2021, receiving the Airport Health Accreditation, highlighting passenger and personnel health and safety.
As the second largest airport in the country, MCIA serves over 11 million foreign and local travelers every year.