NMIA achieves major customer experience milestone

Norman Manley International Airport (NMIA) has successfully renewed its Customer Experience Accreditation from Airports Council International (ACI World) – a testament to the airport’s ongoing transformation and unwavering commitment to building for Jamaica’s future.

This distinction reaffirms the airport’s commitment to placing the passenger at the centre of its strategy and every operational decision. The continuous improvement of the travel experience strengthens its long-term ability to provide more efficient, human-centred service tailored to customer needs, and reinforces the airport’s promise that “the best is yet to come” for passengers travelling through Jamaica’s capital city gateway.

Achieving this accreditation involves a rigorous evaluation process and the implementation of a specialised training plan that engages employees, service providers, and key stakeholders within the airport community. It is the only programme in the industry that offers a comprehensive approach to customer experience management.

“Prioritising the passenger and their experience is at the heart of everything we do. We recognise that we are one of the main gateways to and from Jamaica, and we strive to ensure that every journey is satisfying, accessible, and unforgettable. Maintaining this Level 1 certification fills us with pride and motivates us to continue moving forward,” said Sitara English Byfield, chief executive officer of NMIA operators PAC Kingston Airport Limited (PACKAL), a subsidiary of Grupo Aeroportuario Del Pacífico (GAP).

With its renewal, NMIA confirms its compliance with Level 1 of the Customer Experience Accreditation, signifying a solid structure in place to understand passenger expectations, feedback, and needs, as well as to manage comments and complaints effectively.

The initiatives are already yielding improved results with the airport recording its highest scores in the second quarter of 2025 for overall experience and overall satisfaction on both the arrivals and departures surveys.

This customer experience recognition validates that, even as the airport builds for the future, service excellence remains at the forefront of every operational decision. The accreditation comes as NMIA is undergoing a multi-billion-dollar transformation led by the approximately J$11.5 billion (US$72 million) Runway End Safety Area (RESA) implementation. Other transformation projects include restroom renovations, terminal upgrades, and enhanced passenger amenities.

“Our vision of building a world-class airport is becoming a reality. We’re transforming the entire passenger experience, from the infrastructure to the facilities to the service and interactions. Every traveller, every family, every visitor to Jamaica deserves nothing less than excellence, and we’re working to deliver on that promise,” English Byfield added.

This Airport Customer Experience model focuses on the following strategic areas:

1. Customer understanding

2. Strategy, measurement, and operational improvement

3. Governance

4. Airport culture

5. Service design/innovation

6. Collaboration with the airport community

To achieve this renewal, the Kingston Airport demonstrated ongoing efforts through key initiatives

such as:

• A dedicated eustomer Experience and quality assurance team.

• Ongoing staff training in service culture, reinforcing the priority placed on passenger experience.

• Engagement of the entire airport community (authorities, airlines, retailers, and service providers) in joint improvement initiatives.

• Measurement and monitoring of passenger satisfaction through Airport Service Quality surveys and other indicators, allowing for improvement actions and impact assessment.