The Manila International Airport Authority (MIAA) aims to have all of its three Ninoy Aquino International Airport (NAIA) terminals ISO certified.

Last week, MIAA signed Service Level Agreements with 13 airport agencies to kick off the start of the ISO certification process for NAIA Terminals 2 and 3. ISO stands for International Standards Organization.

NAIA Terminal 1 achieved ISO Certification for the 9001:2001 version in March this year. The following month in April, NAIA 1 certification was upgraded to the 2008 version. To date, NAIA is so far one of the few government institutions in the country that was granted with such certification.

“The (recent) signing brings us closer to achieving service excellence at all levels in all NAIA Terminals. Slowly but surely, we’re getting there,” declared MIAA General Manager Alfonso Cusi.

Like NAIA Terminal 1, the scope of certification for NAIA Terminals 2 and 3 covers the Passenger Facilitation Process. The thirteen participating agencies signed Service Excellence Standards (SES), stating each of their passenger facilitation processes for certification.

The thirteen participating agencies include the Bureau of Customs (BoC), Bureau of Immigration (BI), Bureau of Quarantine (BoQ), Bureau of Animal Industry (BAI), Bureau of Plant Industry (BPI), Bureau of Fisheries and Aquatic Resources (BFAR), DENR-NCR Wildlife Traffic Management Unit, National Bureau of Investigation (NBI), Overseas Workers Welfare Administration (OWWA), Commission on Filipinos Overseas (CFO), Department of Transportation and Communications Office for Transportation Security (DoTC-OTS), Philippine Overseas Employment Administration (POEA) and the Philippine Tourism Authority (PTA).

Every month, all 13 agencies will submit their performance reports to the Quality Management System (QMS) Committee detailing percentage accomplishments versus targets they committed to achieve.

“The entire process is laborious and entails commitment to change our airport processes,” explained Tirso Serrano, Assistant General Manager for Airport Development and Corporate Affairs. “But we have done it in NAIA 1 and we are confident we will get NAIA 2 and 3 certified in no time.”

Meanwhile MIAA also launched its NAIA Privilege Card Program, an airport assistance scheme allowing bearers to avail of NAIA’s Meet and Assist Service. The MIAA Public Affairs Office is implementing the personalized program.