“We are almost there and one more to go. Today’s awarding is just a step away from completing our dream of having all NAIA Terminals ISO certified. Next in line is Manila Domestic Airport,” said Manila International Airport Authority General Manager Melvin Matibag.

“I am extremely happy with this achievement and I thank all those who have actively pursued this endeavor and really worked hard for it. This victory is everyone’s victory, especially of the public that we serve,” Matibag further added.

All government agencies involved in the departure and arrival processes at NAIA are members of the Quality Management System and are designated as Quality Management Representatives (QMRs).

Among the 13 agencies involved are the Bureau of Immigration and the Bureau of Customs.

“The certification process fostered a culture of work excellence among all agencies, leveled expectations and promoted the quest for continuing improvement,” GM Matibag said.

The ISO Certification was achieved through the Quality Management System (QMS) put in place to ensure quality compliance to the established mandatory procedures in the manual. It aspires for passenger confidence with the predictability of the processes in the procedures aimed for passenger convenience.

“The ISO Certification is a parallel effort to our service branding effort – NAIA ‘We go the extra smile’ – to institute a more structured approach towards process and quality improvements.” GM Matibag added.

A Memorandum Circular covering the policies and procedures for non-conformities will be issued to maintain the levels set by ISO 9001:2008 as stated in Executive Order No. 605, institutionalizing the structure, mechanisms and standards to implement the Government Quality Management Program (GQMP).

To date, NAIA Terminal 2 which houses all the international and domestic flights of Philippine Airlines is enjoying an average of 22,750 passengers and 55 flights a day for both domestic and international destinations. Terminal 3, on the other hand, has recorded an average of 31,000 passengers and an aggregate 38 flights daily. NAIA T3 caters to all Cebu Pacific domestic and international flights and AirPhil Express.

Furthermore, MIAA is now working towards the certification of the Old Manila Domestic Terminal.

“Hopefully within the year, the Old Domestic will also be certified”, says GM Matibag.