Clark International Airport (CRK) has successfully met all the requirements for Level 1 of the Airport Customer Experience Accreditation by Airports Council International (ACI), marking a significant milestone in its commitment to delivering a world-class passenger experience.
The ACI Airport Customer Experience Accreditation is the only global program designed to guide airports in improving customer experience management. Through a structured, multilevel process, the program helps airports assess and elevate their customer service practices across eight key domains, from governance and strategy to service design and innovation.
Achieving Level 1 accreditation reflects Clark International Airport’s growing maturity in customer experience management. At this level, CRK has affirmed that customer experience is a priority and has established a vital structure that helps the airport gather and analyze customer expectations, satisfaction, comments, and complaints.
In its assessment of CRK, ACI remarked, “We can see a clear message that customers are a top priority through your mission statement and external communications. What’s particularly impressive is that your efforts go beyond simply communicating a customer-focused message to passengers — you also aim to embed this mindset internally among staff, ensuring that it is reflected in actual service delivery through clear goal-setting and execution.”
As CRK continues to evolve, future assessments will recognize more advanced initiatives and innovations to enhance the overall journey of travelers using the airport.
“This recognition affirms our mission to prioritize passenger satisfaction at every touchpoint,” said Noel Manankil, President and CEO of Luzon International Premiere Airport Development (LIPAD) Corp., the operator of Clark International Airport. “It is a testament to the hard work of our entire team and our shared goal of delivering exceptional airport experiences aligned with global standards.”
This milestone demonstrates CRK’s dedication to excellence and to be a premier gateway in the Philippines and the region.
