Norman Manley International Airport (NMIA) has renewed its Level 1 Customer Experience Accreditation from Airports Council International (ACI World), marking another step forward in its ongoing transformation and commitment to passenger satisfaction.
The accreditation, awarded to NMIA’s operator PAC Kingston Airport Limited (PACKAL), a subsidiary of Grupo Aeroportuario Del Pacífico (GAP), is the only global program that comprehensively evaluates customer experience management. It requires a rigorous review process and specialized training that engages airport employees, service providers, and community stakeholders.
“Prioritizing the passenger and their experience is at the heart of everything we do,” said Sitara English Byfield, PACKAL’s Chief Executive Officer. “We recognize 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.”
The accreditation focuses on six strategic areas: customer understanding, strategy and operational improvement, governance, airport culture, service design and innovation, and collaboration across the airport community. To secure renewal, NMIA highlighted initiatives such as a dedicated customer experience and quality assurance team, continuous staff training, joint improvement projects with airlines and retailers, and systematic monitoring of passenger satisfaction through Airport Service Quality (ASQ) surveys.
The airport reported its highest-ever scores in the second quarter of 2025 for overall passenger experience and satisfaction in both arrivals and departures.
The recognition comes as NMIA undergoes a multi-billion-dollar transformation, led by the J$11.5 billion (US$72 million) Runway End Safety Area (RESA) project, alongside terminal upgrades, restroom renovations, and expanded passenger amenities.
“Our vision of building a world-class airport is becoming a reality,” Byfield said. “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.”
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