Clark International Airport (CRK) continues to gain recognition from the global aviation community, adding another milestone to a growing list of international distinctions highlighting the airport’s focus on passenger experience.
The airport has received Level 2 Airport Customer Experience Accreditation from Airports Council International Airport (ACI) World, recognizing its structured approach to improving how travelers experience their journey through the airport.
The latest accreditation builds on Clark’s earlier progress after receiving Level 1 Airport Customer Experience Accreditation last year, reflecting the airport’s steady advancement in customer experience management. This comes as the airport strengthens its efforts to deliver excellent passenger experience, especially now that popular Philippines destinations such as Siargao, El Nido, Naga and Coron may only be accessed via CRK.
“A well-planned airport experience has the power to shape the entire journey. Our focus at Clark International Airport is to continuously improve how passengers move through the terminal so that every trip begins in a way that feels easy, efficient, and welcoming,” said Noel Manankil, President and CEO of Luzon International Premiere Airport Development Corp. (LIPAD), the manager and operator of Clark International Airport.
Earlier this year, Clark International Airport was also recognized for Best Airport Arrivals, placing it among only six airports worldwide to receive the distinction. The recognition highlighted the airport’s efficient arrival processes and the smooth experience it offers passengers upon landing.
The ACI Airport Customer Experience Accreditation Programme is the only global program specifically designed to guide airports in improving passenger experience. It provides a framework for airports to develop long-term strategies, adopt best practices, and share knowledge across the global aviation community.
The accreditation program has five levels—from Level 1 to Level 5—and evaluates airports across eight key areas: customer understanding, strategy, measurement, operational improvement, governance, airport culture, service design and innovation, and airport community collaboration.
Achieving Level 2 accreditation indicates that Clark International Airport has established a clear customer experience strategy and is actively using tools to better understand passengers’ needs. These include customer journey mapping, passenger personas, and satisfaction insights that help identify priorities and guide improvement initiatives.