Carrasco Airport achieves level 2 certification in Customer Experience

Reaching a new milestone in its ongoing commitment to providing the best experience for its passengers, Carrasco International Airport has achieved Level 2 Customer Experience certification from Airports Council International (ACI), a non-profit organization representing airports globally.

This certification is unique in the aviation industry and constitutes a globally recognized system that establishes management standards for airports to offer the highest levels of service and experience. ACI offers five levels of accreditation that cover different management practices and progressively ensure the continuous improvement of services.

The terminal had already achieved Level 1 certification in 2020 and has now added another milestone. Level 2 certification recognizes the airport's efforts in implementing a clear customer experience strategy and utilizing specific tools that support and facilitate the work of its cross-functional team.

“This recognition reflects the work we have been doing to put the passenger at the center of every decision. Passenger experience is a strategic focus for the airport and a commitment that permeates the entire operation, as we are aware of being the gateway to and from Uruguay,” said Federico Cabrera, Passenger Experience Manager at Carrasco International Airport.

Through the development of service-focused actions throughout the year, the terminal relies on technology, innovation and the warmth of its human team to achieve a simpler, more agile, safe and enjoyable experience.

This approach recently earned it the distinction, for the second time, of Best Airport in Latin America and the Caribbean 2025, in the 2 to 5 million passenger category, awarded by the Airport Service Quality (ASQ) program of the Airports Council International. It also received the same award in 2024, in the category of airports handling up to 2 million passengers.

This recognition places it among the best-rated airports in the region, standing out for its overall performance in key dimensions such as service quality, comfort, process efficiency, and staff attention.

Carrasco Airport also achieved Level 2 certification in the Airports Council International's Accessibility Improvement Program, advancing its progress toward becoming an inclusive airport for everyone. Milestones such as being the first airport in the region to reach the initial level of this certification, and its inclusion in the Sunflower Hidden Disabilities program, set industry standards for service and accessibility.

Furthermore, Carrasco Airport continues to improve its service offerings and in 2025 enhanced its gastronomic offerings with a new area, and added innovative services such as Self Bag Drop, an automated baggage drop-off system; Express Pass, with virtual queues; and Indoor Parking, a covered parking lot with direct connection to check-in.

Recently, it also announced the construction of a new VIP Departure Lounge that will offer more space, comfort and services to passengers.

“We are very pleased with every step we have taken and the achievements we have made, as passenger satisfaction is the cornerstone of our management. We will continue working to develop more and better services to further raise our standards in this area,” Cabrera concluded.

Carrasco International Airport is part of Aeropuertos Uruguay, managed by the Corporación América Airports group, which operates the network of airports in Carrasco, Punta del Este, Durazno, Melo, Carmelo, Paysandú, Salto and Rivera.

Source: Quatromanos.