Narayan AmmachchiJuan Santamaría International Airport (AIJS) in San José, Costa Rica, has earned the Level 5 Customer Experience certification from Airports Council International (ACI), the highest recognition for passenger satisfaction worldwide.
Operated by AERIS, AIJS becomes only the second airport in Latin America and the Caribbean — and the fifth globally — to reach this milestone.
The award underscores a traveler-first culture that goes beyond passenger comfort to include employee engagement.
More than 600 staff members have been trained in service quality and emotional intelligence, while AERIS launched an employee experience program and created a Customer Experience Committee with airlines, businesses, and public agencies.
Passengers and operators also contributed through co-creation workshops.
Recent improvements include CT scanners at security, faster check-in lines, and new charging stations. Passenger satisfaction climbed to 4.49 out of 5 in 2025, reflecting steady progress.
According to The Tico Times, AERIS will soon roll out a $390 million modernization plan that covers terminal expansions and a new remote platform. Biometric e-gates for immigration will debut soon, starting with national travelers.
Additional certifications in sustainability and accessibility are also on the agenda, further cementing AIJS’s role as a regional leader and one of the world’s top five airports for customer experience.
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