✈️ Exclusive Benefits for Readers
Verified codes to save on your next trip.
The Quito airport reaches the level 4 in the Passenger Experience Accreditation and is recognized by the Airports Council International.
En los últimos años los aeropuertos han asignado una mayor importancia a la experiencia que ofrecen a sus pasajeros y, precisely to stimulate air terminal managers to work more proactively and creatively to improve that experience, Airports Council International (ACI, for its acronym in English), puso en marcha la Acreditación de Experiencia del Pasajero en 2018.
The Quito Mariscal Sucre International Airport participa en este programa desde su creación y recientemente ha alcanzado la acreditación en nivel 4 (from 5 possible) y es el único aeropuerto en el mundo en la actualidad en este nivel, superado únicamente por el aeropuerto de Incheon en Corea del Sur, which is at level 5.
The accreditation that certifies the level 4 for the Quito airport it was delivered on 14 September within the framework of the ACI World Passenger Experience Global Summit taking place in Krakow, Poland.
To grant level accreditation 4 to the airport Quito, ACI realizó una auditoría que verificó el cumplimiento de más de 20 activities in 8 dimensiones del servicio aeroportuario que incluyen conocimiento de las características del pasajero, strategy, measurements, operational improvements, governance, airport culture, innovación y colaboración con la comunidad aeroportuaria.
Level 4 en la Acreditación de Experiencia del Pasajero significa que Quiport Corporation, as responsible for airport management, meets five key conditions:
Incorpora políticas de servicio al cliente en su estrategia general. Know the profile of your passengers. Measure the level of satisfaction. Implement improvements and new services considering the real needs of passengers. Share information with commercial operators and government agencies that provide service at the airport and involve them in initiatives to improve the passenger experience
Una de las principales innovaciones realizadas ha sido la adopción del Service Design Thinking, a methodology that seeks to create services by improving the quality and user experience under a philosophy of continuous improvement based on the feedback provided by the users themselves.. El aeropuerto de Quito es uno de los pioneros en la industria a escala mundial en incorporar esta metodología, which has 5 phases:
- Empathize
- Define
- Devise
- Prototipar
- Assess
In summary, It is about understanding the needs or aspirations of the passenger, define them properly, come up with a possible solution, crear prototipos físicos o virtuales para ser probados por los pasajeros y luego de evaluar los resultados se hacen los cambios en función de las opiniones y finalmente se implementa el proyecto.
Otro de los puntos que destaca la auditoría de ACI es la política de contratación y evaluación del personal en Quiport. For these processes, the customer service attributes of the company's collaborators are considered..
Ramon Miro, president and CEO of Quiport, the company that manages and operates the Mariscal Sucre airport, explained that:
“The work was carried out throughout the year and incorporated coordinated actions from different areas of the company to guarantee that the solutions we proposed throughout the passenger's journey through the terminal, They adapt only to your needs, but also exceeds your expectations”.
For his part, Katya Bastidas, gerente general de la Empresa Pública Metropolitana de Servicios Aeroportuarios (EPMSA), pointed out that:
“Without a doubt, at the Mariscal Sucre International Airport in Quito there is a synergy that allows teamwork among all of us who are part of this great family.: Municipality of Quito, EPMSA, Quiport Corporation, airlines, commercial and government operators.
✈️ Exclusive Benefits for Readers
Search here for hotels ALL over the world at the best price.
At Quito airport you do not feel welcomed but threatened and physically attacked by airport personnell for a baggage cart
I am taking the time to tell you about the worst experience I ever had in an international airport worldwide. For my 4 daughters arriving from Germany after a 24 hour journey I was able to get an empty baggage cart from outside the airport from a person that entered a taxi and took it to the arrival gate waiting for my daughters to get out with their 4 suitcases.
An unbelievable situation happened. A guy who was collecting trolleys told me that I had to hand over the trolley to him as it is not payed for and he needs to take it from me. He with BRUTAL force tried to pull the baggage cart from me as initially I held on the cart. I am 60 years old ! I told him that he should please show me some credentials, some documentation showing that he has to collect the cart or talk to his superior. He said that he is monitored by a camera and MUST take the baggage cart AT ALL COST from me. His superiors at this time of day (midnight) are not in office anymore. In the end I let loose and he went away.
If you ever travelled to any other country you know that it is common practice to take such a cart from outside. What is most disturbing is the forceful behaviour Quito Airport management encourages their «Service» people to follow. Please mind that at Quito airport you can only rent such carts from inside the airport with 2 dollars. Arriving from a different country with a different currency you are not prepared to have such cash with you. In addition my daughters do not have an international credit card. We are here to visit my wifes family and have a trip to Galapagos.
This experience was most disturbing to me and shows a VERY UGLY welcoming face to people arriving from abroad to visit «TOURIST WELCOMING Ecuador» which they are showing on many ad’s on the internet. Reality is that I experienced an aggressive non-service-oriented welcome at Quito airport. Other people waiting also interfered and asked the person who collected the card to be more service oriented but without success.
As an improvement I suggest to stop charging for baggage carts for international arrivals as other international airports do. In addition I suggest to implement a better training for Quito airport employees to interact with their clients. Normal personnell should NEVER act in AGGRESSIVE and FORCEFUL way themselve with visitores !!! I am totally disturbed by this situation and will post my experience in all social networks I know.
Thank you for sharing your experience with us.