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Mactan-Cebu International Airport is the only Philippine air hub to obtain the Airport Customer Experience Accreditation for airport service quality from Airports Council International
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Mactan-Cebu International Airport Authority aims for MCIA to be one of the Top 10 passenger-centric airports in Asia by 2030
Mactan-Cebu International Airport (MCIA) is the first airport in the Philippines to receive the Airport Customer Experience Accreditation for airport service quality from the Airports Council International (ACI).
ACI, a global body representing the world’s airports and the airports’ interests, grants the Airport Customer Experience Accreditation to recognize gateways that consistently exhibit exceptional performance in delivering top-notch customer experience management and practices.
The accreditation program aims to provide a common framework with a multilevel review process and to communicate the airport’s efforts to improve its customer experience among its stakeholders.
“This accomplishment reflects our commitment to raising the bar and setting new standards for customer service and satisfaction in the airport sector,” Mactan-Cebu International Airport Authority (MCIAA) general manager and chief executive officer Julius Neri, Jr. said in a statement.
Neri said MCIA is proud to be the first airport in the Philippines to receive the Airport Customer Experience Accreditation, but the honor also humbles the airport manager to pursue excellence.
“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,” Neri said, as he thanked the airport community and stakeholders whose “collective efforts and partnership” led to the accreditation.
“Together, we are drawing closer to our vision of making MCIA one of the Top 10 passenger-centric airports in Asia by 2030,” MCIAA said in a separate statement.
By earning this accreditation, MCIA joins a select group of airports worldwide that have excelled in customer-centricity. MCIA joins 25 other accredited airports in Asia Pacific.
GMR Megawide Cebu Airport Corp., which operates MCIA, said the airport has been on an ambitious journey to raise the bar for customer satisfaction, implementing numerous initiatives to improve various touch points throughout the airport.
From seamless check-in processes and efficient security procedures to an array of dining and retail options, MCIA has shown a keen focus on meeting passenger needs and preferences, GMR Megawide Cebu Airport said.
In 2021, MCIA received from ACI the Airport Health Accreditation, which recognizes its efforts in ensuring the health and safety of passengers and airport personnel by implementing health and safety industry best practices.
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