The Quito airport reaches the level 4 in Accreditationón Passenger Experience and is recognized by the Airports Council International.
In the úlast toñAirports have placed greater importance on the experience they offer to their passengers and, precisely to encourage terminal administrators toéareas for them to work moreás proactive and creative in improving that experience, Airports Council International (ACI, for its acronym in English), launched the AccreditationóNo. of Passenger Experience in 2018.
The Quito Mariscal Sucre International Airport has participated in this program since its inceptionón and has recently achieved accreditationón a level 4 (from 5 possible) and it is the úonly airport in the world currently at this level, overcome úOnly through Incheon airport in South Korea, which is at level 5.
The accreditationón that certifies the level 4 for the Quito airport it was delivered on 14 September within the framework of the ACI World Passenger Experience Global Summit taking place in Krakow, Poland.
To grant accreditationón nivel 4 to the airport Quito, ACI realizedó an auditoríto checkó the fulfillment of más de 20 activities in 8 dimensions of airport service that include knowledge of the characteristicsípassenger statics, strategy, measurements, operational improvements, governance, airport culture, innovación and collaborationón with the airport community.
Level 4 in AccreditationóPassenger Experience number means that Corporación Quiport, as responsible for the managementóairport number, meets five key conditions:
Incorporates polícustomer service ethics in your overall strategy. Know the profile of your passengers. Measures the level of satisfactionón. Implement improvements and new services considering the real needs of passengers. Share the informationón with commercial operators and government agencies that provide service at the airport and involves them in initiatives to improve the passenger experience
One of the main innovations carried out has been the adoptionón del Service Design Thinking, a methodologyíthat seeks to create services by improving the quality and user experience under a philosophyícontinuous improvement based on feedbackón delivered by the users themselves. Quito airport is one of the pioneers in the industry worldwide to incorporate this methodology.ía, which has 5 phases:
- Empathize
- Define
- Devise
- Prototipar
- Assess
And síntesis, It is about understanding the needs or aspirations of the passenger, define them properly, come up with a possible solutionón, create prototypesíphysical or virtual to be tested by passengers and after evaluating the results, changes are made based onón of the opinions and finally the project is implemented.
Another point that the auditor highlightsía of ACI is the polícontracting ethicsón and evaluationónumber of staff in Quiport. For these processes, the customer service attributes of the company's collaborators are considered..
Ramón Meó, president and CEO of Quiport, the company that manages and operates the Mariscal Sucre airport, explainó what:
“The work was doneó throughout theño and incorporateó the coordinated actions of different áareas of the company to guarantee that the solutions we propose throughout the passenger's journey through the terminal, adaptúin us only to your needs, bell that además exceed your expectations”.
For his part, Katya Bastidas, general manager of Company PúMetropolitan Bureau of Airport Services (EPMSA), I knowñaló what:
“Without a doubt, at the Mariscal Sucre International Airport in Quito there is a synergy that allows teamwork among all of us who are part of this great family.: Municipality of Quito, EPMSA, Corporación Quiport, aerolídenies, commercial and government operators”.
