The New NAIA Infra Corp. (NNIC), private sector operator of Ninoy Aquino International Airport (NAIA), reported strong operational performance throughout the recent Undas peak travel period — its first major test since taking over management of the airport last September 14.
Between October 29 and November 4, NAIA handled 932,405 passengers and 5,627 flights — record volumes not seen in the last four years.
Despite taking the reins at the 76-year-old airport only less than two months ago, and still constantly facing capacity limitations, NNIC achieved a notable 87.99% on-time performance (OTP) for arriving flights — surpassing the industry standard of about 80%.
The achievement highlights NAIA’s effectiveness in managing incoming aircraft flow, and providing a smooth arrival experience for passengers.
Departure OTP was slightly below standard at 75.46%, reflecting ongoing challenges with baggage handling processes.
A key factor contributing to these are malfunctions and breakdowns of lower deck loaders of airlines and their ground handlers. These equipment are used to load and unload baggage from the aircraft’s lower cargo hold.
These issues, exacerbated by a lack of available loaders and staffing shortages, have resulted in baggage delays during the recent Undas peak season. Long immigration queues during peak times further compound the airport’s operational difficulties.
NNIC has been actively engaged with airlines and their ground handlers to address these challenges. The operator has been meeting with them to discuss solutions, which include airlines and their ground handlers investing in additional baggage-handling equipment, such as lower deck loaders, and increasing manpower to ensure sufficient staffing levels.
These discussions also focus on implementing other measures to expedite baggage delivery and minimize passenger inconvenience.
In July, NNIC procured a new explosive detection system (EDS) to be integrated into the baggage handling system at Terminal 3. While the existing 20-year-old system recently malfunctioned, redundancy measures are already in place to ensure continued security and efficiency. The new system is expected to arrive and be installed by early 2025.
Transparency initiative
To further enhance passenger experience and strengthen accountability at the NAIA, NNIC said it has launched a transparency initiative that will provide travelers real-time updates and clear information on flight and baggage delays through the airport’s public address (PA) system.
These timely updates can help reduce passenger anxiety and confusion, allowing them to make informed decisions.
By providing direct, accurate information, passengers will receive the full picture, without resorting to getting second-hand, unverified information from social media and other sources.
This approach also alleviates congestion at service counters allowing airport staff to focus on resolving issues quickly and efficiently.
Airline companies have already begun providing real-time delay updates to affected passengers at the airport via NAIA’s PA system. Additionally, NAIA’s social media channels will also offer timely operational updates to make important information accessible on official platforms.
To further reinforce transparency, NNIC will publish monthly performance reports that detail operational metrics and clearly attribute the root causes of any flight and baggage delays to the responsible stakeholders.
In the coming months, NNIC will implement infrastructure and system upgrades across NAIA in collaboration with airport stakeholders, to further improve efficiency, streamline passenger flow, and enhance the travel experience.
This includes working closely with the Bureau of Immigration (BI) on biometric system upgrades and collaborating with airlines to support investments in additional baggage handling equipment and workforce enhancements.
