Congestion may delay airline’s 5-star rating
By Myla Iglesias
Airport congestion may push back a flag carrier’s bid to achieve five-star rating.
Philippine Airlines (PAL) has set aside this 2020 target as congestion at the country’s premier gateway, the Ninoy Aquino International Airport ,remains a hurdle in achieving this highest airline rating status.
Jaime Bautista, PAL president and chief operating officer, told reporters the target to get five-star airline rating will not be achievable by next year as the passenger experience in the airport is also being considered by ratings organizations.
“…our airport (is the biggest hurdle). They will look at how the passengers like their experience in the airport, not only on board the aircraft. The experience on board the airplane I can tell you we are five-star, the cabin crew services are five-star, the meals, the aircraft… but the airport experience… it’s beyond our control,” Bautista said.
PAL recently received a re-certification of its four-star airline ratings from Skytrax, a London-based international air transport rating organization, which carries out comprehensive airport and airline audits and ranks airlines worldwide.
After two years of facilities improvement, customer innovations, employee training and process enhancements, PAL received the four-star certification in February 2018 and continues its bid on getting a five-star ratings by 2020.
“We have to be very realistic. One of the requirement of the five-star rating is a very good and a very nice lounge. We don’t have that yet in Manila.” Bautista said.
PAL has two Mabuhay lounges in Terminal 1 owned by Philippine Airport Ground Support Solution Inc. and the 500-square meter old lounge at Terminal 2.
Bautista said the company plans to build a new lounge at the Terminal 2 Annex which forms part of the expansion project of the NAIA consortium and which will start in the next three years.
PAL announced last year a lan to build a 900-square meter, two-storey Mabuhay Lounge to rise adjacent to the North Wing of PAL’s Terminal 2.
The new lounge will have luxurious facilities: a wide dining area, private showers, massage area, meeting rooms, bar lounge, children’s play area, speedy Wi-Fi connection and the signature PAL buffet area. The lounge will serve departing passengers as well as those with connecting PAL flights.
Skytrax recognizes the highest standards of both airports and onboard product provided by these airlines to their customer, together with consistent, and high standards of front line staff service across the airport and onboard service environment.
Star ratings are awarded after in-depth analysis across an airline’s front line product and service quality in both the onboard and airport environments. Airline ratings range from one-star through the prestigious five-star airline ranking.
Source: Malaya