Laguindingan takeover offers flyer service focus

As part of preparations for the takeover of Laguindingan International Airport later this month, Aboitiz InfraCapital Inc. (AIC), the infrastructure arm of the Aboitiz Group, has ramped up improvements in passenger services through the Aviation Customer Service Excellence Training for airport frontliners.

The training, conducted by Mactan-Cebu International Airport (MCIA) operator Aboitiz InfraCapital Cebu Airport Corp. (ACAC), is part of AIC’s long-term vision to transform Laguindingan International Airport, the country’s sixth-busiest airport and Mindanao’s second most active after Davao City’s Francisco Bangoy International Airport, into a modern, efficient, and customer-centric gateway for Northern Mindanao.

“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,” AIC president and chief executive officer Cosette Canilao 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.”

The training program, completed last 3-4 April, 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 service quality and passenger satisfaction improvements have earned international recognition.