NNIC earns first global customer-experience accreditation

NEW NAIA Infra Corp. (NNIC), the operator of Ninoy Aquino International Airport (NAIA), has secured its global customer experience accreditation from Airports Council International (ACI).

“Earning the ACI accreditation this early says a lot about the people working every day to improve NAIA. 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,” NNIC President Ramon S. Ang said in a media release over the weekend.

ACI is the global association of airport authorities which represents over 2,000 airports, informing and updating its members of industry practices and airport standards.

NAIA managed to achieve Level 1 Airport Customer Experience Accreditation, NNIC said, adding that this is the first time the country’s main gateway has been recognized by ACI for meeting international standards in improving passenger experience.

It said the accreditation follows ACI’s Airport Customer Experience Accreditation program which evaluates how airports understand, measure and improve end-to-end passenger journey.

ACI’s Airport Service Quality (ASQ) survey gathers real-time feedback from 700 arriving and departing passengers across all terminals covering the period of July to September 2025.

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

NNIC took over the management and operations of NAIA in September last year. Since it took over, it has implemented improvements to further enhance passenger experience.

For now, physical and other infrastructure rehabilitation and upgrades are underway including terminal expansion to new power systems, modernized baggage handling, the rollout of the new Collins biometric passenger processing system and improved digital information systems. — Ashley Erika O. Jose