LIPAD-Led Clark International Airport Gains ACI Nod for Customer Experience

Clark International Airport (CRK) has successfully met all the requirements for Level 1 of the Airport Customer Experience Accreditation by Airports Council International (ACI), as it continues to raise standards for delivering a world-class passenger experience.

As a key aviation hub in Luzon, Clark plays an increasingly important role in easing congestion at Metro Manila’s airports and expanding access to the central and northern portions of the Philippines. It has been operated by Luzon International Premiere Airport Development (LIPAD) Corporation since August 16, 2019, under a 25-year concession agreement with the Bases Conversion and Development Authority.

LIPAD is a consortium of Filinvest Development Corporation, JG Summit Holdings Inc., Changi Airports Philippines (a subsidiary of Changi Airports International), and Philippine Airport Ground Support Solutions. As a key consortium member, JG Summit plays an active role in advancing Clark’s development as a premier international gateway, aligned with the Gokongwei Group’s purpose of providing better choices and creating shared success for all stakeholders.

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.

CRK’s attainment of the ACI Level 1 accreditation is reinforced by recent achievements in operational performance. In 2024, the airport served 2.4 million passengers, marking a 20% increase from the previous year. International passengers accounted for 65% of the total volume, while domestic travel surged by 35%. Overall flight operations rose by 29%, reaching 19,221 flights in 2024.

“These numbers are more than just statistics; they represent the dedication of everyone involved in making CRK a valuable gateway to the Philippines. Our commitment to providing exceptional service to our passengers remains a primary focus while maintaining a close partnership with government stakeholders ensure regional growth and global connectivity,” said Noel Manankil, Chief Executive Officer of LIPAD.

The airport was also recently named International Airport of the Year – Philippines at the 2024 TDM Travel Trade Excellence Awards – Asia, in recognition of its transformative contributions to the aviation industry. CRK’s emphasis on innovation, including the implementation of Minimum Performance Specifications and Standards (MPSS), has established new benchmarks for service quality. Regular ACI audits and robust passenger feedback systems help ensure that the airport maintains high standards aligned with global best practices.

As part of efforts to streamline the travel experience, CRK introduced an offsite check-in facility earlier this year. Located at a nearby commercial establishment, the space enables passengers to complete the web check-in process in advance for their convenience, while helping ease congestion at the airport.

With growing momentum in improving the customer experience, operations, and passenger engagement, Clark International Airport is solidifying its position as one of the country’s vital international gateways, helping drive the region’s long-term economic and tourism growth.