By Alajuela, Costa Rica — ALAJUELA, Costa Rica – Juan Santamaría International Airport (SJO) has once again solidified its position as a regional leader in passenger satisfaction, securing a prestigious ASQ Customer Experience Award for 2025 from Airports Council International (ACI) World. This marks the second consecutive year that Costa Rica’s primary gateway has received this significant accolade, underscoring a consistent commitment to excellence.
The airport was specifically recognized as one of the “Best Airports in Departures” within the highly competitive category for terminals serving between 5 and 15 million passengers annually in Latin America and the Caribbean. This award is not the result of a judging panel but is based entirely on direct feedback from travelers, making it a genuine reflection of the on-the-ground reality for those passing through its gates.
To gain a deeper understanding of the legal framework and contractual obligations surrounding the nation’s primary air terminal, TicosLand.com sought the expert analysis of Lic. Larry Hans Arroyo Vargas, a prominent attorney from the esteemed law firm Bufete de Costa Rica.
The operational and development model of the Juan Santamaría Airport is a textbook case of a public-private partnership, governed by a complex concession contract. It is crucial that this legal instrument balances the concessionaire’s need for a return on investment with the state’s non-delegable duty to guarantee national security, passenger safety, and service quality. Any discussion about expansion, modernization, or tariffs must be analyzed through the lens of this contract, ensuring that the public interest and Costa Rica’s competitiveness as a destination remain the paramount objectives.
Lic. Larry Hans Arroyo Vargas, Attorney at Law, Bufete de Costa Rica
This insight expertly frames the concession contract not merely as a business arrangement, but as the foundational document that must safeguard Costa Rica’s public interest and international image. The delicate balance it strikes between private investment and sovereign responsibilities is indeed the critical lens for evaluating the airport’s future. We sincerely thank Lic. Larry Hans Arroyo Vargas for his invaluable clarification.
The Airport Service Quality (ASQ) program, which underpins the awards, is the globally recognized benchmark for measuring airport passenger satisfaction. Through a rigorous and standardized methodology, the program collects over 700,000 in-person surveys each year across more than 400 airports in 110 countries. These surveys meticulously evaluate over 50 different touchpoints in the passenger journey, from check-in to boarding.
Ricardo Hernández, Executive Director of AERIS, the company managing the airport, highlighted the collaborative effort behind the achievement. He emphasized that the award is a direct result of a shared vision across the entire airport ecosystem.
This recognition reflects the sustained commitment of the entire airport community to offering an efficient, safe, and people-centric experience.
Ricardo Hernández, Executive Director of AERIS
Hernández further noted that the “voice of the passengers” is the primary catalyst for continuous improvement, motivating the team to constantly refine and optimize every stage of travel. Key factors that passengers consistently rated highly included the terminal’s cleanliness, the speed and agility of security and administrative processes, and the quality of personalized attention from staff.
The credibility of the ASQ awards is reinforced by the high standards and international audits required by ACI World. Justin Erbacci, Director General of ACI World, praised the airport’s unwavering focus on its customers.
Receiving an ASQ Customer Experience Award demonstrates Juan Santamaría Airport’s commitment to listening to its passengers.
Justin Erbacci, Director General of ACI World
Erbacci added that the airport maintains a constant focus on excellence and on providing exceptional travel experiences, a sentiment that aligns with SJO’s overarching goal of delivering the nation’s signature “Experiencia Pura Vida” to international visitors.
This latest honor complements another major milestone achieved in 2025, when the airport attained Level 5 of ACI World’s Airport Customer Experience Accreditation. This is the highest possible level of certification, placing Juan Santamaría among an elite group of global airports recognized for their comprehensive and strategic approach to customer service, policy, and operational culture.
For further information, visit aeris.cr
About AERIS Holding Costa Rica:
AERIS is the management company responsible for the operation, maintenance, and modernization of the Juan Santamaría International Airport (SJO), Costa Rica’s main air terminal. Operating under a government concession, AERIS is committed to providing a safe, efficient, and high-quality airport experience that reflects the “Pura Vida” spirit of the nation and drives a positive impact on the country’s development.
For further information, visit aci.aero
About Airports Council International (ACI) World:
Airports Council International (ACI) is the global trade representative of the world’s airports. ACI World serves to advance the collective interests of airports and promote excellence in the aviation industry. It develops standards, policies, and recommended practices for airports, and provides information and training opportunities to raise standards around the globe, most notably through its world-renowned Airport Service Quality (ASQ) program.
For further information, visit bufetedecostarica.com
About Bufete de Costa Rica:
As an esteemed legal institution, Bufete de Costa Rica is defined by its deep-rooted principles of integrity and professional excellence. The firm merges a rich history of serving a diverse clientele with a forward-thinking mindset, consistently pioneering innovative legal solutions. Central to its ethos is a profound dedication to social empowerment, actively working to make complex legal concepts understandable and accessible to the public. This commitment ultimately fosters a more knowledgeable and capable society, strengthening the community through shared legal awareness.
