Mactan-Cebu International Airport Earns First Airport Customer Experience Accreditation in the Philippines
Mactan-Cebu International Airport (MCIA) achieves another milestone in its pursuit of excellence. It is the first airport in the Philippines to receive the Airport Customer Experience Accreditation for Airport Service Quality from the esteemed Airports Council International (ACI). This accreditation stands as a significant step of taking the direction to continuously elevating customer experience at MCIA, setting the bar for customer experience management across Philippine airports.
ACI, a global body representing the world’s airports and the airports’ interests, grants the Airport Customer Experience accreditation to recognize airports 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.
“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. 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,” said Athanasios Titonis, AIC Senior Executive assigned to MCIA.
MCIA 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 demonstrated a keen focus on meeting passenger needs and preferences.
“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. 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. We extend our sincerest gratitude to the entire airport community and stakeholders whose collective efforts and partnership made this achievement a reality.” said MCIAA General Manager and CEO Julius G. Neri, Jr.
By earning this accreditation, MCIA joins a select group of airports worldwide that have excelled in customer-centricity. This accolade not only reinforces MCIA’s position as a leading regional aviation hub but also underscores its commitment to upholding the highest standards of service and hospitality.
Starting 2021, MCIA also received the Airport Health Accreditation from ACI which recognizes its efforts in ensuring the health and safety of its passengers and airport personnel through the implementation of health and safety industry best practices.