Panama: Tocumen Airport Receives Level 2 Accreditation in Passenger Experience
The Tocumen International Airport (Panama) has been awarded Level 2 accreditation in the “Airport Customer Experience Accreditation” program by the Airports Council International (ACI). This achievement reaffirms its commitment to providing a world-class experience for the millions of passengers who pass through its terminals each year.
What Does Level 2 in Passenger Experience Mean?
ACI’s Customer Experience Accreditation is a globally recognized program that evaluates how airports manage their customers’ experience. It consists of five levels, each representing a higher degree of maturity in strategy, implementation, and passenger-focused culture.
The process involves audits and training that cover everything from employee engagement to the active participation of airlines and authorities. It is also the only program in the industry that offers a comprehensive 360° view of traveler experience management.
Tocumen: Latin America’s Strategic Hub
With an average daily flow of 57,000 passengers and over 20 million travelers annually, Tocumen maintains its leadership as the main connecting hub in Latin America and the Caribbean. Currently, 74% of its passengers are on intercontinental connecting flights.
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This position is supported by the operations of 15 commercial airlines connecting to 90 global destinations, which requires maintaining excellence standards and investing in innovative projects to enhance the travel experience and strengthen regional tourism.
Innovations to Improve Every Connection
In an environment where every minute counts for those making layovers, the Airport Services Department deploys solutions ranging from smart signage to personalized assistance in Terminals 1 and 2. Notable services include:
- Guides for security procedures and transfers between flights.
- Lost and found management.
- Services based on principles of safety and universal accessibility.
Ongoing Improvement Projects
To reinforce its role as an international hub, Tocumen is advancing with upgrades such as:
- Expansion of the “Shuttle Bus” service with a third stop.
- Implementation of “Pet Relief” zones and lactation rooms in Terminal 2.
- Comprehensive improvement of signage.
- Creation of children’s play areas.
- Optimization of parking payment systems.
- Coordination and Operational Efficiency
Tocumen’s operations are made possible through constant coordination with airlines—especially Copa Airlines, a key player in regional connections—as well as with Customs, Immigration, and security authorities.
“With 57,000 daily passengers, 74% of whom are in transit, we are constantly pushed to innovate,” emphasizes Mario Dominguez, Vice President of the Airport Services Department.
Dominguez stresses that “every passenger must perceive the efficiency and warmth that define Panama as a strategic destination,” and that each improvement strengthens the airport’s ability to manage its high traffic.
Role of ACI in Global Aviation
The Airports Council International represents over 1,900 airports in 180 countries. From its headquarters in Montreal, this nonprofit organization promotes excellence in airport management through international standards, certifications, and programs that drive safety, sustainability, and innovation in the passenger experience.
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