Sangster International Airport (SIA) is the largest airport on the island of Jamaica, by flights and passenger volume. SIA passenger traffic comprises over 98% of international travelers, predominantly from North American and European markets. Of Jamaica’s more than 2.9 million stopover visitors in 2023, approximately 70% used SIA. This is due to its ideal location on the northwest coast of the island, at the center of the country’s main tourism region and close to a wide range of hotel and resort facilities.
In April 2003, the Government of Jamaica awarded MBJ Airports Limited (MBJ) a 30-year concession agreement to operate, maintain, and develop the airport. MBJ Airports Limited is a joint venture between Mexico-based Grupo Aeroportuario del Pacifico (GAP), which holds a 74.5% stake, and Vantage Group, based in Vancouver and New York, which holds the remaining 25.5%. The combined management expertise of these shareholders extends to 25 airports across six countries worldwide.
Over the past two decades, MBJ has invested over USD 326 million in enhancing and expanding the airport’s infrastructure, shaping Sangster International Airport into a welcoming, secure, and efficient transportation hub. This transformation has earned SIA the prestigious title of the Caribbean’s Leading Airport for fifteen consecutive years, as recognized by the World Travel Awards.
This year, all Sangster International Airport (MBJ) ground handlers completed IATA’s Safety Audit of Ground Operations (ISAGO) program, an internationally recognized industry program for the global oversight of ground handling service providers (GHSPs). The ISAGO approach combines a framework of audit standards (suitable for all Ground Services Providers) with specific standards for each individual activity, from a single station to multinational enterprise. It is based on the IATA Ground Handling Operations Manual (IGOM) standards. Since its launch in May 2008, thousands of audits have been conducted worldwide, making it the global industry standard for GHSPs.
To learn more about this achievement which enabled GHSP’s at MBJ to be included in the IATA ONE Source industry platform which provides validated aviation capability and infrastructure information, ALN News interviewed Shane Munroe, Chief Executive Officer, MBJ Airports Limited.
Could you elaborate on the factors that influenced Montego Bay Airport’s decision to adopt IATA’s ISAGO program?
At MBJ, safety has always been our highest priority. We recognized that implementing IATA’s ISAGO program would provide a rigorous and standardized framework for assessing and improving ground-handling operations at Sangster International Airport, which is well-known by the airlines. Our commitment to safety and compliance with international best practices influenced the decision, and we knew that ISAGO’s standardized auditing process would foster a more consistent, efficient, and risk-averse environment for our employees and Ground Handling Service Providers. As Jamaica’s primary gateway for international visitors, we recognized the need to standardize our ground handling operations according to globally recognized aviation safety standards and best practices recognized by international airlines operating at our facilities.
Could you provide details on the number of ground service providers audited and the specific activities they perform?
We currently have three Ground Handling Service Providers (GHSPs) operating at Sangster International Airport. Each provider underwent the ISAGO audit process. Their activities encompass various critical functions, including aircraft handling and loading, passenger and baggage handling and ramp services. By subjecting all these service providers to the same rigorous, globally recognized auditing process, we ensure uniformly high service quality, safety, and accountability across all operational domains.
How does the adoption of the ISAGO program align with your overall operational and safety objectives?
ISAGO complements our overarching mission to deliver a world-class, safe, and efficient travel experience. Our strategic objectives emphasize continuous improvement in operational efficiency, regulatory compliance, and risk management. ISAGO aligns with these objectives by introducing a standardized audit framework that not only validates our existing measures but also helps identify areas for improvement. Through ongoing audits and compliance checks, we can refine procedures, close any gaps in training or oversight, and consistently elevate the level of quality and safety at our airport.
Could you share your thoughts on the time it took for MBJ GHSPs to all become ISAGO registered or accredited?
Achieving ISAGO registration for all GHSPs was a process that required focused effort, collaboration, and a commitment from all parties involved. We recognized early on that this would be a significant endeavor involving extensive preparation, planning and continuous improvement. While the exact timeframe varied among providers due to operational scope and readiness differences, the collective journey for all GHSPs was approximately two years. Throughout this process, we maintained open communication, provided necessary resources, and leveraged the expertise of IATA and the MBJ Team to ensure that all our GHSPs could meet ISAGO’s stringent requirements.
While it may seem evident, could you elaborate on the importance of safety at Sangster International Airport for both your employees and suppliers?
Safety is the cornerstone of our airport’s culture and operations. For our employees, a safe working environment is not just a regulatory necessity but also a moral responsibility. It ensures that every team member, whether working on the ramp, in passenger service, or behind the scenes, can perform their duties with confidence. For our employees, stakeholders, and ground-handling partners, a strong safety culture leads to fewer incidents and more reliable operations. When everyone shares a commitment to safety, the results will show in consistent service quality, operational integrity, and ultimately, a safe and favorable experience for passengers, employees, and the broader travel community we serve.
With all GHSPs at the airport now being ISAGO registered or accredited, what specific improvements or changes does Montego Bay Airport anticipate will take place?
We anticipate a number of positive outcomes. Standardization will streamline procedures and reduce incidents and operational disruptions. We also expect enhanced communication and coordination between ground service providers and our internal teams, as everyone will operate under the same best practices. Over time, we anticipate fewer ground-related safety occurrences, and improved on-time performance which ultimately will improve the overall passenger experience. These changes will help us continue to operate as a leading airport in the Caribbean and meet the expectations of our various stakeholders, including airlines and our passengers.
What advice would you offer to other airports that are considering or uncertain about adopting the ISAGO program?
I advise approaching the decision with a long-term perspective and a mindset of continuous improvement. While adopting ISAGO requires effort, time, and resources, the benefits outweigh the investment. Begin by engaging IATA to provide guidance, and the ground handlers as key stakeholders at the beginning to achieve buy-in with your vision. Recognize that ISAGO is more than a compliance exercise. It is a valuable tool to identify gaps, enhance quality, and differentiate your airport in a competitive market. By committing to this journey, other airports can foster a culture of safety, strengthen their brand reputation, and ultimately deliver an improved travel experience.
Is there anything else you would like to share that we have not covered?
I would like to emphasize that our success in achieving full IATA’s ISAGO accreditation is a testament to the dedication and commitment of the management team at MBJ Airports Limited, specifically our Operations Team, led by Peter Hall, Chief Operating Officer, and Nicole Hall, Operations Manager. Employees, ground handlers, and the MBJ team also played a crucial role. We view this milestone not as a final destination but as a foundation for ongoing advancement. The aviation industry is always evolving, and we remain committed to investing in training, technology, and infrastructure to stay ahead of emerging challenges, which will position Sangster International Airport as a leading airport in the region.
