Naia sets new operating standards for airlines
Tycoon Ramon Ang’s New Naia Infra Corp. (NNIC) is seting new, clear-cut performance standards for airlines operating at Ninoy Aquino International Airport (Naia), starting with the country’s flag carrier, Philippine Airlines (PAL).
NNIC, which took over the country’s primary gateway in 2024, said the new operating framework will spell out how airlines use Naia facilities and infrastructure, as well as define the respective responsibilities of carriers and the airport operator.
There will also be key performance indicators meant to improve operational efficiency at the congested Naia.
In a statement on Tuesday, the San Miguel Corp.-backed NNIC described the move as part of Naia’s overall refresh, which it is now extending beyond terminals, facilities and airport systems to how operations across the gateway are managed.
“This agreement gives us a clearer framework for setting expectations, measuring performance and working together to maintain consistent service standards,” NNIC president and CEO Ang said. “That is important to making airport operations more efficient and dependable.”
As part of this push, the Lucio Tan-led PAL signed the first standardized Airport Use Agreement with NNIC, a framework that the Naia operator intends to use as a blueprint for future agreements with other airlines using the gateway.
While it described the deal only in broad strokes, NNIC said the agreement was meant to make airline operations more consistent and improve coordination among the different parties involved in moving passengers, baggage and aircraft through Naia.
Under the framework, the agreed service levels will be part of PAL’s contractual obligations and will include mechanisms for addressing persistent failures to meet the standards.
“This is a positive development for both PAL and NNIC, and ultimately for our passengers. It supports the continuing modernization of Naia and our collective goal of delivering a better airport experience,” Lucio Tan III, president and COO of the airline’s parent company PAL Holdings Inc.
NNIC said it was taking a similar approach with ground handlers and other service providers at Naia.
Since taking over the airport, NNIC has been upgrading its terminals, airport systems, airfield infrastructure and passenger amenities while seeking to address long-standing capacity and operational constraints.
In 2025, Naia recorded its highest annual passenger count, with 52.02 million travelers passing through the country’s main gateway.
