News

• Mariscal Sucre has renewed its Level 5 Passenger Experience Accreditation from Airports Council International (ACI) for the third time. Only 12 airports globally—and two in the Americas—currently hold this level.

Quito’s Mariscal Sucre International Airport has renewed its Level 5 status under the Airports Council International (ACI) Passenger Experience Accreditation Program for the third time. This represents the highest tier of the international program, which specializes in evaluating how airports manage the passenger experience.

With this renewal, Quito Airport remains part of an elite group of just 12 airports worldwide holding Level 5 accreditation. In the Americas, only two airports have achieved this status.

The accreditation evaluates far more than just traveler satisfaction. ACI analyzes whether the passenger experience is integrated into the airport’s strategy and operations, how data is used for decision-making, innovation capabilities, service culture, and the coordination among the various organizations involved in the passenger journey.

In this model, the employee experience is closely linked to the passenger experience. Quiport also focuses on understanding and managing the experience of its teams, operating on the premise that committed employees and a service-oriented internal culture are essential to delivering a superior experience to airport users.

“This third renewal confirms that the passenger experience is not an isolated initiative, but a permanent way of managing the airport. The work begins internally—with committed employees and a service-oriented culture—and extends outward to our passengers. It is also the result of coordination among all members of the airport community,” stated Ramón Miró, President and CEO of Corporación Quiport.

What does achieving Level 5 mean? ACI’s Airport Customer Experience Accreditation program is the first and only global accreditation specifically focused on evaluating customer experience management at airports.

To achieve the highest level, an airport must demonstrate that the passenger experience is integrated across its organizational strategy and culture, and that a permanent system is in place to listen to passengers, measure results, identify opportunities, and transform that information into concrete improvements.

The assessment covers, among other aspects, passenger insights, experience strategy, measurement systems, operational improvement, governance, organizational culture, innovation, and collaboration with the airport community.

In the case of Quito Airport, ACI also noted the presence of clearly defined leadership and responsibilities, the use of quantitative and qualitative data to understand diverse passenger profiles, and the active participation of companies and entities involved in the airport experience.

Listening to passengers to improve their experience

Quiport uses various tools to understand travelers’ perceptions, expectations, and needs. The information gathered helps guide decisions regarding processes, infrastructure, services, accessibility, communication, and customer care.

This model also includes staff training and coordination with airlines, authorities, concessionaires, and other members of the airport community, aiming to provide a consistent experience during departure, arrival, and connection processes.

The third consecutive renewal of Level 5 demonstrates the continuity of this management model and Quito Airport’s commitment to the ongoing evolution of its service standards.