NAIA gets 1st global customer-experience accreditation — NNIC

The Philippines’ main gateway Ninoy Aquino International Airport (NAIA) has earned its first-ever global customer-experience accreditation from Airports Council International (ACI), according to its private operator New NAIA Infra Corp. (NNIC).

In a news release on Friday, NNIC said NAIA achieved Level 1 Airport Customer Experience Accreditation, the first time the country's main gateway has been recognized by ACI — the global association of airport authorities representing over 2,000 airports — “for meeting international standards in managing and improving the passenger experience.”

The accreditation comes from ACI’s Airport Customer Experience Accreditation program — the only global framework that evaluates how airports understand, measure, and improve the end-to-end passenger journey.

From July to September 2025, ACI’s Airport Service Quality (ASQ) survey gathered real-time feedback from 700 arriving and departing passengers across all terminals, according to the NNIC.

The company said NAIA achieved 100% compliance with ACI’s sampling and data standards, allowing its results to be included in the organization's global benchmarking program.

The recognition came a year after NNIC, a consortium led by San Miguel Corporation and Incheon International Airport Corp., took over operations of NAIA under a public-private partnership awarded through a competitive bidding process in September 2024.

NAIA handles 50 million passengers annually, placing it among the region’s busiest airports and underscoring the scale of work required.

The company said the accreditation a?rms the early results of NNIC’s dual focus on customer-experience management and physical modernization, which together raised NAIA’s passenger satisfaction to 4.06 out of 5 in the latest ACI ASQ survey — above the 4.0 performance requirement under the concession agreement.

“Earning the ACI accreditation this early says a lot about the people working every day to improve NAIA,” said NNIC president Ramon Ang.

“We still have a lot to do, but because of their commitment, we are making steady progress in terms of upgrading the airport’s systems and strengthening the service culture that travelers experience,” added Ang.

Under NNIC, NAIA has recorded improvements across sta? courtesy, check-in e?ciency, and terminal facilities, with scores increasing quarter-on-quarter.

To further enhance the passenger experience, NNIC said it recently opened the 6,000-square-meter Mezzanine Food Hall at Terminal 3, with additional food halls and restaurants set to open across Terminals 1 and 2 by early 2026.

Physical upgrades are also underway, from infrastructure rehabilitation and terminal expansion to new power systems, modernized baggage handling, the rollout of the new Collins biometric passenger processing system and improved digital information systems, among others, the company said.

On top of these, NNIC said it has remitted over P57 billion to the national government in its first year — the highest revenue share ever recorded for a Philippine airport concession — showing how the PPP is delivering tangible benefits to both government and the public. — BAP, GMA Integrated News