In this episode of Inside the Journey, we explore what it really means to take a whole-airport approach. Powered by AI and brought to you by daa International, this conversation goes beyond the numbers to uncover how true airport success is built. Using Mactan-Cebu International Airport in the Philippines as a real-world case study, we dive into why financial performance alone doesn’t tell the full story. From operational readiness and asset management to organisational culture and passenger experience, we unpack how every element of an airport is interconnected and why treating them in isolation simply doesn’t work.You’ll hear how sustainable success comes from understanding airports as living, complex systems, where technical excellence, energy efficiency, and customer experience all move together. And most importantly, we highlight the role of strong partnerships and local insight in delivering long-term value.This episode is your inside look at how daa International helps transform airports by seeing the bigger picture and why a unified, whole-airport lens is the key to unlocking real performance.

Transforming Airports Through Flexible Partnership

This episode includes AI-generated content.

This podcast details the remarkable Customer Experience (CX) transformation of Jedco’s Jeddah Airports' King Abdulaziz International Airport (KAIA), supported by daa International and its CX expert, Georgios Efkolidis. Initially performing poorly with a low satisfaction score and a three-star SKYTRAX rating, the airport underwent a rigorous, structured improvement strategy focusing on people, premises, and processes. This rapid change included significant investment to improve basic amenities like signage, Wi-Fi, and seating, along with the implementation of over 2,000 new signs. As a result, Jeddah Airports' satisfaction scores improved dramatically, its customer accreditation level rose from Level 1 to Level 3, and the airport rapidly achieved a four-star SKYTRAX rating in March 2025. The success demonstrates the value of a coordinated, data-driven approach, with the airport already aiming for a five-star rating