San Miguel-Led Group's New NAIA Infra Reports Strong Operational Results for Undas Peak Period

The New NAIA Infra Corp. (NNIC), the private sector operator of Ninoy Aquino International Airport (NAIA), reported outstanding operational performance during the recent Undas peak travel season, which was its first major test since taking over administration of the airport on September 14.

​Between October 29 and November 4, NAIA handled 932,405 passengers and 5,627 flights, a record level not witnessed in the previous four years.

Despite taking over the 76-year-old airport less than two months ago and still having capacity constraints, NNIC achieved an impressive 87.99% on-time performance (OTP) for incoming planes, above the industry benchmark of about 80%.

The result demonstrates NAIA's ability to manage incoming aircraft flow and provide a seamless arrival experience for guests.
 
Departure OTP was somewhat lower than expected at 75.46%, indicating persistent issues with luggage handling systems.

Airline and ground handling lower deck loader faults and breakdowns are a major contributor to these problems. These items are used to load and unload luggage from the aircraft's lower cargo hold.

These challenges, exacerbated by a lack of available loaders and manpower shortages, caused luggage delays throughout the recent Undas high season. Long immigration lines during peak hours exacerbate the airport's operational challenges.
 
NNIC has been actively working with airlines and ground handlers to address these issues. The operator has been meeting with them to explore possible solutions, which include airlines and ground handlers investing in more baggage-handling equipment, such as lower deck loaders, and adding workforce to guarantee adequate staffing levels.

These conversations also center on developing further methods to speed up luggage delivery and reduce passenger discomfort.

In July, NNIC purchased a new explosive detection system (EDS) to incorporate into Terminal 3's baggage handling system. While the current 20-year-old system just failed, redundancy mechanisms are already in place to assure ongoing security and efficiency. The replacement system is planned to arrive and be implemented in early 2025.

To improve the passenger experience and reinforce accountability at the NAIA, NNIC announced a transparency program that would offer travelers real-time updates and clear information on aircraft and luggage delays via the airport's public address (PA) system.

These timely updates can help passengers overcome fear and confusion, allowing them to make more educated judgments. 

Passengers will obtain a complete picture if direct, correct information is provided rather than second-hand, unconfirmed information from social media and other sources. 

This strategy also reduces congestion at service counters, allowing airport employees to focus on addressing concerns swiftly and effectively.

Airlines have already started delivering real-time delay updates to impacted customers at the airport via NAIA's PA system. Additionally, NAIA's social media outlets will provide regular operating updates, making crucial information available on official platforms.

To increase transparency, NNIC will publish monthly performance reports that describe operational indicators and explicitly assign the fundamental reasons of any aircraft and luggage delays to the appropriate stakeholders.

In the next months, NNIC will collaborate with airport stakeholders to execute infrastructure and system changes across NAIA to increase efficiency, optimize passenger flow, and improve the travel experience. 
 
This includes engaging with the Bureau of Immigration (BI) on biometric system improvements and partnering with airlines to support investments in extra baggage handling equipment and personnel development.