Mactan Cebu International Airport continues to be a prominent name in the global airports industry.
What is Mactan airport known for?
Apart from being the gateway to the island of Cebu, it is widely recognized for its design, amenities, and services.
Just recently, Mactan Cebu International Airport was honored with the Airport Service Quality (ASQ) Award for Best Airport in Asia Pacific by the international aviation organization Airports Council International (ACI).
The second largest airport in the Philippines outperformed other terminals from over 24 countries in Asia Pacific. It was the only representative from the Philippines, surpassing Ninoy Aquino International Airport (NAIA) and Clark International Airport.
This prestigious award evaluates passenger satisfaction through surveys assessing different aspects such as cleanliness, procedures, and security.
It is considered the leading benchmark for airport performance globally, recording a 360-degree view of an airport’s operations.
The ASQ awards are categorized either by airport size or geographical region. Cebu airport topped the 5 to 15 million passenger category, coming in first among other airports in Indonesia and one from China.
The award was celebrated by its developers, Aboitiz Infracapital and its regulatory body, the Mactan – Cebu International Airport Authority (MCIAA), advancing with their goal of creating the best airport in the Philippines.
This is the first time the award has been given to MCIA since the ASQ Award was launched in 2006.
So, how did we get here?
CUSTOMER EXPERIENCE AT MACTAN CEBU INTERNATIONAL AIRPORT
- Overall experience
MCIA is the only airport in the country recognized for its excellent customer service.
A Rappler article mentioned that it received the Customer Experience Accreditation from the ACI (2023), the first and only airport in the country with such a title.
This is given to ACI-affiliated airports presenting a customer-centric approach to managing their terminals. It consists of a governing body reviewing and training their staff to create long term solutions for world-class customer service.
Advantages for accredited establishments include appropriate training for airport personnel, access to crucial information and resources, and the collection of passenger feedback to measure their satisfaction.
MCIA was also bumped up to Level 2 a year later, owing to their comprehensive strategy in improving customer experience, as reported by Insider PH. (2024)
Of note, the MCIAA revealed plans for the airport’s future, including turning it into the country’s first smart airport with a mall and hotel within the premises.
They also implemented the Silent Airport Project and Cebu Connect, which aim to provide slight improvements to airport amenities.
- Health and safety
Additionally, ACI praised the MCIA’s safety and health precautions in both Terminal 1 and 2, awarding it a Health Accreditation in 2021.
According to an article published on their website, their health and safety measures meet the global airport standards implemented in the Aviation Business Restart and Recovery guidelines, ICAO Council Aviation Restart Task Force, and other industry practices.
This accreditation proves three things for Mactan Cebu International Airport:
- It demonstrates to passengers and authorities that they prioritize the health and safety of everyone involved.
- It validates its policies through facilities that reassure the safety of its passengers.
- It promotes best practices and aligns them with efforts from across the industry.
During the COVID-19 pandemic, the airport implemented strict regulations to ensure the safety of tourists traveling to Cebu. The required use of face masks and social distancing assured travelers that MCIA adapted easily to the new normal.
The MCIAA reaffirmed their focus on health and safety when they renewed their ISO 9001 and 450001 certification in 2024. These titles confirm that a company is meeting international quality management and health and safety standards.
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The Airports Council International (ACI) World is considered “the voice of the world’s airports”, supporting about 2,181 terminals worldwide, with 820 members in around 170 countries.
As a governing body representing airports around the world, it certifies that they all meet international standards and practices, from their security and operations to their environmental sustainability.
With that kind of reputation, you can bet that these titles and accreditations given by ACI are a step in the right direction for MCIA.
Since opening in 1966, it has steadily improved to become a pillar in Cebu’s transport and architectural industry, banking on providing its customers with a safe and convenient experience.
By and large, it seems that Mactan Cebu International Airport is in the running for being recognized as the best airport in the country.
REFERENCES:
Sitchon, John. 2023. “Mactan-Cebu airport gets customer experience accreditation from Airports Council International.” Rappler. https://www.rappler.com/business/mactan-cebu-airport-customer-experience-accreditation/
Camus, Miguel. 2024. “Cebu Airport rises in customer service, leaves NAIA grounded.” Insider PH.
https://insiderph.com/cebu-airport-rises-in-customer-service-leaves-naia-grounded
