Quito Airport Earns Global Spotlight After Third ACI Level 5 Passenger Experience Win

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Quito Airport achieved a Level 5 accreditation through the Airports Council International’s Customer Experience Accreditation Programme for the third time in a row. This achievement, among other factors, places Quito Airport on the same level as 11 other airports worldwide. With only two airports in the Americas holding Level 5 status, this achievement shows Quito Airport’s commitment to its passengers through priority placement of service culture, passenger experience, innovation, and efficiency in airport operations.

With this achievement, Quito Airport continues to stand among an exclusive group of only 12 airports worldwide that have reached Level 5 accreditation. Across the Americas, just two airports have achieved this highest distinction, highlighting Quito’s continued focus on delivering world-class passenger services.

The ACI accreditation process goes beyond measuring passenger satisfaction levels. It examines how deeply customer experience is integrated into an airport’s strategy, daily operations and long-term planning. The assessment also reviews the use of passenger data for decision-making, innovation capabilities, service culture and collaboration between the various organisations involved in every stage of the traveller journey.

A key element of the programme is the connection between employee experience and passenger satisfaction. Quiport, the company responsible for managing Quito Airport, places strong emphasis on understanding and improving the experience of its workforce. The airport follows the principle that motivated employees, supported by a strong internal service culture, play a vital role in creating a smoother and more positive journey for passengers.

“This third renewal confirms that passenger experience is not an isolated initiative, but a permanent way of managing the airport. The work begins within the organization, with engaged employees and a service-oriented culture, and extends to our passengers. It is also the result of the coordination of everyone who is part of the airport community,” said Ramón Miró, President and CEO of Corporación Quiport.

What achieving Level 5 represents

The Airports Council International (ACI) Customer Experience Accreditation Programme is the first global accreditation framework dedicated exclusively to evaluating how airports manage and improve customer experience. Achieving Level 5 represents the highest stage of recognition within the programme and reflects an airport’s ability to place passenger experience at the centre of its strategy, operations and organisational culture.

To reach this level, airports must demonstrate a complete and continuous approach to understanding travellers, collecting feedback, analysing performance, identifying improvement opportunities and transforming insights into practical actions. The evaluation examines several key areas, including passenger knowledge, experience planning, measurement processes, operational improvements, leadership structures, workplace culture, innovation and collaboration across the airport community.

For Quito Airport, the assessment confirmed the presence of strong leadership systems, clearly assigned responsibilities and the effective use of both data-driven insights and passenger feedback. ACI also recognised the airport’s ability to understand different traveller profiles and its collaboration with airlines, service providers and other organisations involved in creating the passenger journey.

Using passenger feedback to create better journeys

Quiport applies multiple tools and processes to understand traveller expectations, experiences and changing needs. The insights gathered through these channels support decisions related to airport services, facilities, accessibility, communication strategies and overall customer care.

The approach extends beyond passenger feedback by focusing on teamwork, employee development and cooperation with airlines, government agencies, concession partners and other airport stakeholders. This coordinated effort helps create a more consistent experience for travellers during departures, arrivals and connections.

The third consecutive renewal of Level 5 accreditation reflects the continued implementation of Quito Airport’s customer experience strategy. It highlights the airport’s ongoing efforts to improve service quality, adapt to passenger needs and strengthen standards across every stage of the traveller journey.