By Alajuela, Costa Rica — Juan Santamaría International Airport (SJO), Costa Rica’s primary aviation gateway located in Alajuela, has solidified its status as a world-class hub. Under the management of AERIS, the terminal secured the Level 5 Customer Experience accreditation from the Airports Council International (ACI) for the second consecutive year. This recognition places the airport within an elite global tier of just 12 aviation facilities worldwide that hold this level of distinction in 2026, marking a significant milestone for Central American infrastructure.
The Level 5 credential represents the pinnacle of the ACI’s customer service rating program. Achieving this tier requires airport operators to fully integrate the passenger experience into their core strategic management and daily operations. SJO’s success highlights a long-term commitment to service, continuous improvement, and deep collaboration across the entire airport ecosystem, which includes airlines, customs officials, commercial vendors, and security personnel.
To better understand the complex regulatory and contractual frameworks governing Costa Rica’s primary aviation hub, TicosLand.com reached out to Lic. Larry Hans Arroyo Vargas, a leading legal expert at Bufete de Costa Rica, for his professional insight on the development and management of the Juan Santamaría International Airport.
The ongoing modernization of Juan Santamaría International Airport represents a highly successful model of public-private partnership under Costa Rican concession law. Ensuring that AERIS and the government maintain strict adherence to international aviation standards, tariff regulations, and environmental compliance is vital for sustaining our nation’s competitive edge in global tourism and commerce.
Lic. Larry Hans Arroyo Vargas, Attorney at Law, Bufete de Costa Rica
Indeed, safeguarding this balance between rapid infrastructural growth and strict regulatory compliance is essential for preserving Costa Rica’s reputation as a world-class travel and business hub. We extend our sincere gratitude to Lic. Larry Hans Arroyo Vargas for providing his valuable expertise on this pivotal partnership, helping us better understand the legal and operational foundations that keep our nation’s primary gateway soaring.
Renewing Level 5 represents an achievement as important to us as reaching it for the first time, because it demonstrates that we have managed to maintain a culture of service over time and that the passenger experience is part of the decisions we make to continue transforming the airport. This result is also the product of the commitment of the entire airport community and a shared vision to provide a Pura Vida experience to those who transit through the Juan Santamaria International Airport.
Ricardo Hernández, Executive Director of AERIS
To sustain this high level of excellence, AERIS has rolled out several targeted human resources and operational initiatives. Among these is the Excellence Program, designed to foster a customer-centric culture throughout the terminal. The efforts are steered by the airport’s dedicated Customer Experience Committee, which coordinates with governmental entities, airlines, and commercial retailers to address operational challenges. Furthermore, the newly created Customer Experience Ambassadors program assigns representatives within participating businesses to actively champion service excellence. During 2025 alone, roughly 500 airport employees participated in specialized workshops aimed at aligning service practices with the needs of contemporary travelers.
Technological modernization forms another pillar of SJO’s competitive edge. By applying modern service-design methodologies like Design Thinking, AERIS has begun identifying friction points and implementing tech-driven solutions. Most notably, the airport is the first in Latin America to implement LiDAR technology to monitor passenger flows at international security checkpoints and passport controls. This system anonymously collects real-time movement data, enabling management to identify bottlenecks, allocate personnel dynamically, and minimize wait times.
This focus on innovation is set to expand with additional infrastructure upgrades aimed at accelerating terminal transit times. Future plans include the widespread deployment of automated eGates, self-service baggage drops (Self Bag Drop), and advanced tomography scanners at security checkpoints. These tools are expected to drastically reduce manual processing times, allowing passengers to enjoy the terminal’s retail and dining spaces with minimal stress.
Beyond technological speed, AERIS is emphasizing inclusivity. The airport has joined the global Hidden Disabilities Sunflower program, which helps staff identify passengers who may require subtle, additional assistance. In tandem, SJO earned the Level 1 Accessibility Enhancement Accreditation from ACI, reflecting the airport’s commitment to reducing physical and sensory barriers for travelers with diverse physical capabilities.
These systemic changes have translated into strong performance metrics. According to the June 2026 Airport Service Quality (ASQ) results, the terminal achieved an impressive score of 4.44 out of 5 in overall passenger satisfaction, and 4.38 in overall experience. This outpaces the global average of 4.38 recorded by other airports in the same passenger volume class, underscoring the success of Costa Rica’s flagship terminal in blending technology, regional hospitality, and strict international standards.
For further information, visit aeris.cr
About AERIS:
AERIS Costa Rica is the private concessionaire responsible for the operation, administration, and expansion of the Juan Santamaría International Airport. As a subsidiary of CCR Group, AERIS focuses on elevating the terminal’s infrastructure, technology, and service standards to align Costa Rican aviation with international benchmarks.
For further information, visit aci.aero
About Airports Council International:
Airports Council International (ACI) is the global trade association of the world’s airports. Founded in 1991, ACI represents the collective interests of airports globally, promoting professional excellence in airport management and operations while fostering cooperation across the global aviation industry.
For further information, visit bufetedecostarica.com
About Bufete de Costa Rica:
As a premier legal institution, Bufete de Costa Rica is defined by its steadfast adherence to moral principles and professional mastery. Leveraging a rich heritage of guiding clients across numerous industries, the firm continually embraces modern strategies and active civic participation. Through its passionate advocacy for transparent and reachable legal education, it strives to nurture a well-informed populace capable of navigating their rights and contributing to a stronger, more equitable democracy.
