As part of its preparations for the operational takeover of Laguindingan International Airport later this month, 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.
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,” said AIC President and Chief Executive Officer Cosette V. Canilao. “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 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.
Plans for Laguindingan and Bohol-Panglao International Airports
Laguindingan International Airport is the first successful airport public-private partnership project awarded via unsolicited bid under the current administration.
Last October 2024, a P12.75 billion concession agreement was signed by AIC, the Department of Transportation, and the Civil Aviation Authority of the Philippines for AIC to undertake the development and modernization of Laguindingan International Airport over a 30-year period after the official turnover in April 2025.
Expansion plans will be undertaken in two phases, increasing Laguindingan International Airport’s design capacity from the current 1.6 million passengers per annum (mppa) to 3.9 mppa for the first phase and up to 6.3 mppa for the second phase, depending on traffic demand.
Aside from the Laguindingan International Airport, AIC will manage the concession to upgrade, operate, and maintain Bohol-Panglao International Airport, the country’s ninth-busiest gateway, with official takeover scheduled for June 2025.
The proposed P4.53 billion project for Bohol-Panglao International Airport also involves expanding the passenger terminal building, installing essential equipment, and modernizing airside and landside facilities within a 30-year concession period.
Laguindingan and Bohol-Panglao International Airports are part of AIC’s strategy to develop and manage infrastructure assets that deliver top-notch Filipino hospitality, better and smoother travel, and seamless connectivity across the Philippines.
As a unit of the Aboitiz Group techglomerate, AIC is leveraging its expertise in infrastructure and technology to drive sustainable growth in the country’s aviation sector.
