MCIA brings back Airport Users forum to enhance passenger experience

The Customer Experience Buddies and Corporate Affairs and Branding team of Aboitiz GMCAC, along with partners from MCIAA, met with people with disabilities to better understand their needs.

CEBU CITY - Mactan-Cebu International Airport (MCIA), operated by Aboitiz GMCAC (AGMCAC), recently held its Airport User Forum to gather passenger feedback on improving the travel experience. The forum included discussions with Gen Z, business travelers, and individuals with disabilities, ensuring a diverse range of perspectives.

First held in 2015, the AUF is an interactive avenue for the traveling community to take part in improvements and developments in the Mactan Cebu International Airport. The forum aims to meet the diverse needs of passengers and moves beyond the conventional method of airports making improvements without consulting and receiving feedback from the community.

Business, GenZ and PWD travelers engaged with representatives from the airport’s governing entity, the Mactan Cebu International Airport Authority (MCIAA) and private concessionaire, the Aboitiz GMR Megawide Cebu Airport Corporation.

“We believe that our passengers play a crucial role in the success of the airport’s operations, this is why we invited different groups to share their feedback and ideas to improve overall passenger airport experience. Their voice helps us evaluate our current efforts and come up with long-term solutions to make travel easier and more accessible to a diverse group of travelers,” said MCIA head of Customer Experience and International Terminal Operations, Ricia Vinelli Montejo.

Gen Zs, who are an emerging group of travelers represented by young professionals and fresh graduates, Carla, Cris, Carl and John mentioned their challenges in the airport including bottleneck lines in X-ray counters, flight delays, expensive routes and unnecessary airline charges.

Most Gen Zs lean on information distributed online and they suggested to include flight updates, travel advisories and reminders in the airport website and social media channels.

On the business side of airport travel, executives suggested self-service check-in counters which speeds up the process of travel, and encouraged airlines to meet their travel schedules on time, to lessen travel stress and help them be more productive.

“This is my third time attending the AUF and I’m very happy that the initiative is coming from the airport. As PWDs, more than anyone else, the desire to travel is great because we are always constrained by our circumstances. It’s important for us that airport travel becomes very pleasant and helpful, because it also puts a strain on families who are trying to enjoy a vacation with their loved one that has a disability, and it will discourage them from bringing that family member with a disability if the airport and anything that has to do with travel will be a place of so much difficulty,” said Adela Kono, President of Advocate of Barrier-Free and Inclusive Environments.

“As we engage and adapt to changes based on our passengers’ suggestions, the airport becomes a friendly and secure space for different passengers to fulfill their travel goals and reconnect with loved ones,” Montejo added.

For more information on Mactan-Cebu International Airport, please visit https://www.mactancebuairport.com. (PR)