Tocumen Earns International “Experience” Honor
The always-evolving Tocumen International Airport recently announced that it achieved a new milestone in its efforts to improve the customer experience at the “Hub of the Americas.”
The Airports Council International (ACI) has awarded Tocumen Level 2 accreditation in its global Airport Customer Experience Accreditation program, “the only program in the industry that offers a comprehensive 360 degree view of traveler experience management,” coverage in Aviación al Día.
Tocumen voluntarily participates in the program as part of its commitment to improve the customer experience. ACI offers five levels of accreditation, each reflecting an airport’s commitment and strategy to improve the passenger experience. To earn accreditation, airports need to agree to audits and training that cover everything from employee engagement to the participation of airlines.
At Level 2, the ACI has determined that Tocumen “has a clear customer experience strategy and related tools, managed by a professional who facilitates a cross-functional group.” Different levels represent very specific criteria, showing step-by-step progress toward clear goals.
The process shows Tocumen taking the passenger experience seriously, which is a big deal for the millions of people who travel through Panama every year. Tocumen handles 57,000 passengers and more than 20 million travelers annually, the publication reports.
