Aboitiz InfraCapital, Inc. (AIC), the infrastructure arm of the Aboitiz Group, is ramping up efforts to uplift the passenger experience with the implementation of an Aviation Customer Service Excellence Training for airport frontliners ahead of its takeover of Laguindingan International Airport later this month.
This specialized customer experience (CX) training, conducted by Mactan-Cebu International Airport (MCIA) operator Aboitiz InfraCapital Cebu Airport Corporation (ACAC), is part of AIC’s long-term vision to transform Laguindingan International Airport (the country’s sixth-busiest airport and Mindanao’s second-busiest after Davao City’s Francisco Bangoy International Airport) into a modern, efficient, and customer-centric gateway for Northern Mindanao―supporting the region’s growth and improving travel for both domestic and international passengers.
“As we prepare to take the reins at Laguindingan International Airport, our priority is to ensure that passengers experience warmth, efficiency, and care from the moment they enter the terminal,” Cosette V. Canilao, AIC president and chief executive said.
“We are focused on developing a culture of service excellence, where every airport employee―from security personnel to check-in agents―plays a vital role in creating a seamless travel experience,” he added.
The training program, completed last April 3-4, 2025, equips frontline airport staff with the skills needed to anticipate and address passenger needs more effectively. It covers communication, customer empathy, cultural sensitivity, handling diverse passenger concerns, and even basic grooming. The training is also designed to instill AIC’s service values and mindset into the airport workforce to create a consistent and elevated airport experience as more improvements are readied.
According to AIC Vice President and Head of Airports Business Rafael M. Aboitiz, “Our goal is to build infrastructure as well as meaningful and memorable journeys. Laguindingan International Airport has so much potential, and we are committed to making it a regional pride. We want it to reflect the best of Filipino hospitality while meeting the standards of world-class airport operations.”
AIC’s CX programs are modeled after its successful implementation at MCIA, where sustained improvements in service quality and passenger satisfaction have earned international recognition.
MCIA, which currently holds a Level 2 Airport Customer Experience Accreditation from Airports Council International (ACI), earned last March the 2024 Airport Service Quality Award for Best Airport (5 to 15 Million Passengers Per Annum) in Asia-Pacific from ACI.
AIC aims to replicate and localize this success for Laguindingan International Airport and build an airport that is responsive to evolving traveler needs and regional demands.
The CX workplan is part of a broader set of upgrades that AIC will be rolling out in phases. These include physical improvements to the airport’s facilities, enhancements to operational systems, and sustainability-focused developments that align with AIC’s goal of creating smart and future-forward infrastructure.
