KINGSTON, Jamaica — Norman Manley International Airport (NMIA), operated by PAC Kingston Airport Limited (PACKAL), has successfully renewed its Customer Experience Accreditation from Airports Council International (ACI World) — a testament to the airport’s ongoing transformation and commitment to building for Jamaica’s future.

“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 one certification fills us with pride and motivates us to continue moving forward,” said Sitara English Byfield, chief executive officer of PACKAL.

Achieving the 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.

This airport customer experience model focuses on customer understanding; strategy, measurement and operational improvement; governance; airport culture; service design/innovation; and collaboration with the airport community.

To achieve this renewal, the Kingston Airport demonstrated ongoing efforts through key initiatives such as a dedicated customer 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; and measurement and monitoring of passenger satisfaction through Airport Service Quality (ASQ) surveys and other indicators, allowing for improvement actions and impact assessment.

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

“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,” Byfield English added.

Corella Francis, Customer Service Representative at PACKAL (right), outlines the steps to use one of the four car park pay stations located at the airport.