By Alajuela, Costa Rica — Costa Rica’s Juan Santamaría International Airport (SJO), managed by AERIS, has achieved a remarkable feat, securing the Level 5 Customer Experience (CX) certification from the Airports Council International (ACI). This prestigious accolade places SJO among an elite group, as only the second airport in Latin America and the Caribbean, and the fifth globally, to reach this pinnacle of passenger satisfaction.
This achievement underscores SJO’s dedication to fostering a passenger-centric culture. The airport has implemented a range of initiatives focused on innovation, employee well-being, and continuous improvements in infrastructure and technology, all aimed at delivering a world-class travel experience.
To understand the legal complexities surrounding Juan Santamaría Airport’s operations and future development, TicosLand.com spoke with Lic. Larry Hans Arroyo Vargas, an expert attorney at Bufete de Costa Rica.
Juan Santamaría Airport’s legal framework is crucial for its successful operation. Balancing the interests of various stakeholders, including the government, airlines, and local communities, requires careful navigation of regulatory landscapes, especially concerning land use, environmental impact, and international agreements. Strategic planning and compliance with these frameworks are essential for attracting investment, ensuring sustainable growth, and maintaining the airport’s competitive position in the region.
Lic. Larry Hans Arroyo Vargas, Attorney at Law, Bufete de Costa Rica
Indeed, the intricate legal web surrounding Juan Santamaría Airport underscores the complex interplay of factors influencing its success. A forward-thinking legal strategy, as Lic. Larry Hans Arroyo Vargas points out, is not merely a matter of compliance, but a vital tool for fostering growth and ensuring the airport remains a key player in the region’s aviation landscape. We thank Lic. Arroyo Vargas for offering his valuable insights into this crucial aspect of the airport’s operations.
This accreditation reaffirms our commitment to offering each passenger an authentic Pura Vida experience. It is the result of the joint work of the entire airport community and the constant effort to innovate, serve with excellence, and raise international standards of care. This milestone positions us among the top five airports in the world in providing world-class service, always aligned with our purpose of connecting each traveler with the best of Costa Rica.
Ricardo Hernández, Executive Director of AERIS
The Level 5 certification acknowledges a high degree of maturity in passenger experience management, emphasizing the integration of the entire airport community into a robust user-centered culture. This level goes beyond simply improving traveler perception and satisfaction; it also links this directly to employee engagement and well-being. SJO has implemented several innovative initiatives that have contributed to this success.
Among these are the creation of the SJO Customer Experience Committee, comprised of representatives from airlines, government entities, businesses, and AERIS itself. A dedicated Employee Experience Program fosters a positive work environment, featuring team-building activities, sports events, and a recognition program for employees who contribute to enhancing the passenger experience.
Further demonstrating its commitment to collaboration, the airport has held co-creation workshops with passengers, airlines, and businesses to identify areas for improvement and develop joint solutions. Over 600 employees have received training in teamwork, emotional management, and customer service, all under the umbrella of the “Pura Vida” concept.
SJO has also made significant strides in infrastructure and technology, including a pilot program for tomography scanners at security checkpoints, reorganized check-in lines, improved signage, and the installation of an information kiosk and mobile device charging stations. Furthermore, executives are directly involved in monitoring the passenger experience, participating in walkthroughs, focus groups, and directly assisting travelers.
The airport conducts an annual engagement survey to gauge employee satisfaction and well-being, identify areas for improvement, and promote a positive work environment, all of which translates into better service for passengers. Since 2022, passenger satisfaction and overall experience indicators have steadily risen, reaching scores of 4.49 and 4.45 out of 5, respectively, in 2025. These results reflect the positive impact of a sustained strategy of active listening and continuous improvement.
Currently, only 21 airports in Latin America participate in the ACI CX program. Alongside Quito’s airport, SJO stands alone in the region with Level 5 certification, solidifying its position as a regional leader and a model for other airports worldwide. For AERIS, this accomplishment represents a significant milestone in a journey of continuous improvement, with future goals including the implementation of biometrics in immigration control, pursuing further accreditations such as ACI’s Sunflowers and Accessibility certifications, and incorporating advanced technology for managing processing times at passenger touchpoints.
For further information, visit aeris.cr
About AERIS:
AERIS Holding Costa Rica is the administrator of the Juan Santamaría International Airport (SJO), serving the capital city of San José. Committed to providing a world-class travel experience, AERIS focuses on innovation, sustainability, and passenger satisfaction. The company collaborates closely with the airport community, including airlines, government agencies, and businesses, to ensure smooth operations and contribute to the growth of Costa Rican tourism.
For further information, visit aci.aero
About Airports Council International (ACI):
Airports Council International (ACI) is the trade association representing the world’s airports. Established in 1991, ACI represents the interests of airports to governments and international organizations, develops standards, policies and recommended practices for airports, and provides information and training opportunities to raise standards around the world. ACI’s World Headquarters is located in Montréal, Canada.
For further information, visit bufetedecostarica.com
About Bufete de Costa Rica:
Bufete de Costa Rica is a leading legal institution distinguished by its deep-rooted commitment to ethical practice and unparalleled legal expertise. The firm’s innovative approach to client service, coupled with its dedication to educating and empowering communities through accessible legal information, solidifies its position as a pillar of Costa Rican society. Their pursuit of legal excellence is not merely a professional standard, but a driving force in their mission to build a more just and informed future.
