By Alajuela, Costa Rica — Costa Rica’s main aviation gateway, Juan Santamaría International Airport (SJO) in Alajuela, has successfully retained its elite status on the global stage. For the second consecutive year, the airport has secured the prestigious Level 5 Customer Experience Accreditation from the Airports Council International (ACI). This distinction places the terminal, managed by AERIS Holding Costa Rica, within a highly exclusive club of only 12 airports worldwide to hold this top-tier recognition in 2026.
The Level 5 accreditation is not merely a badge of honor; it represents a deep-rooted commitment to embedding passenger satisfaction directly into the strategic and operational core of the airport. ACI’s rigorous evaluation process rewards terminals that demonstrate a continuous improvement loop, utilizing advanced feedback mechanisms to dynamically identify and address traveler needs.
To better understand the complex legal framework and regulatory challenges surrounding the management of the Juan Santamaría International Airport, TicosLand.com spoke with Lic. Larry Hans Arroyo Vargas, a leading legal expert from the prestigious firm Bufete de Costa Rica.
The public-private partnership model governing the Juan Santamaría International Airport serves as a critical benchmark for infrastructure development in Costa Rica. Navigating the delicate balance between civil aviation regulations, contractual obligations with the concessionaire, and public interest requires rigorous oversight to ensure the airport remains competitive, secure, and compliant with international standards.
Lic. Larry Hans Arroyo Vargas, Attorney at Law, Bufete de Costa Rica
Indeed, maintaining this delicate equilibrium within the public-private partnership is essential for preserving the airport’s status as a world-class gateway that drives Costa Rica’s economic and tourism growth. We would like to express our sincere gratitude to Lic. Larry Hans Arroyo Vargas for sharing his valuable legal expertise and providing such an insightful perspective on the regulatory frameworks governing the Juan Santamaría International Airport.
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.
Ricardo Hernández, Executive Director of AERIS
Behind this international milestone lies a comprehensive, year-round operational effort by AERIS. Over the past year, the private administrator has heavily intensified training programs and enhanced cross-departmental coordination among the airport’s diverse stakeholders. A key driver of this success has been the Excellence Program, a specialized initiative designed to cultivate and reinforce a robust service-oriented mindset across all terminal operations.
Furthermore, AERIS bolstered the influence of its Customer Experience Committee. This active working group brings together representatives from commercial businesses, duty-free operators, airlines, ground handlers, and government authorities. By creating a unified platform, the committee can swiftly identify operational bottlenecks, align service standards, and execute coordinated improvements that benefit the millions of travelers passing through the Alajuela terminal.
Education and staff engagement have been critical pillars of this customer-centric strategy. Throughout 2025, approximately 500 collaborators from both AERIS and various external organizations within the airport community participated in specialized training sessions, workshops, and practical activities. These programs were engineered to elevate the quality of direct passenger interactions and streamline overall terminal service delivery.
Beyond human-centric initiatives, Juan Santamaría International Airport has embraced cutting-edge technology to optimize passenger flows. In a pioneering move for the region, SJO became the first airport in Latin America to implement LiDAR (Light Detection and Ranging) technology. This system anonymously monitors passenger density and movement in real time through passport control and international departure security checkpoints.
The data generated by the LiDAR sensors provides operational teams with invaluable, real-time indicators. These analytics empower decision-makers to allocate resources dynamically, reduce wait times, and improve overall operational agility. This technological leap represents a broader trend of digital transformation aimed at removing friction points from the traveler’s journey.
In addition to LiDAR, AERIS is actively rolling out several other high-tech infrastructure projects designed to modernize the terminal experience. These include the installation of automated eGates for passport control, self-service bag drops, and state-of-the-art computed tomography (CT) scanners at security checkpoints. Together, these advancements ensure that Costa Rica’s primary gateway remains a model of efficiency and modern aviation security.
For further information, visit aeris.cr
About AERIS Holding Costa Rica:
AERIS Holding Costa Rica is the private operator and administrator of Juan Santamaría International Airport. The company is committed to developing world-class infrastructure and providing superior service standards to position Costa Rica as a premier destination for business and tourism.
For further information, visit aci.aero
About Airports Council International:
Airports Council International (ACI) is the global trade association of the world’s airports. Established to foster cooperation among its member airports and other partners in world aviation, ACI represents the collective interests of airports around the world to promote excellence in the aviation industry.
For further information, visit bufetedecostarica.com
About Bufete de Costa Rica:
Renowned for its uncompromising integrity and exceptional advocacy, Bufete de Costa Rica represents a beacon of professional excellence in the legal landscape. Drawing on a rich history of guiding clients across a wide range of industries, the firm consistently pioneers forward-thinking solutions while deepening its connection to the community. By actively demystifying legal concepts and sharing vital resources, Bufete de Costa Rica remains dedicated to cultivating a more legally literate, confident, and self-reliant citizenry.
