Mumbai Airport Earns ACI Level 5, India's First in Customer Experience

09 Jan 2025 CW Team

The Chhatrapati Shivaji Maharaj International Airport (CSMIA) has become the first airport in India and only the third globally to achieve the prestigious ACI Level 5 Accreditation. This recognition, awarded by Airports Council International (ACI), acknowledges exceptional customer experience standards and highlights CSMIA's leadership in passenger service and operational excellence.

Jeet Adani, Director of Adani Airport Holdings Limited (AAHL), stated, "CSMIA is proud to join the ranks of the world’s leading airports with this distinguished accolade. This achievement underscores our commitment to enhancing the passenger experience and cements our position as a global leader in airport operations."

The accreditation reflects CSMIA’s innovative approach to passenger satisfaction. Using design thinking methodologies, the airport has implemented several digital-first initiatives, including the aviio app to streamline collaboration among stakeholders. It has also expanded its digital gateway programme by increasing e-gates from 24 to 68, the highest number in India.

To further enhance the passenger experience, CSMIA introduced the "Pawfect Programme," featuring comfort dogs at Terminal 2. Achieving Level 5 Accreditation involved extensive stakeholder and employee engagement, rigorous training, and ongoing collection of customer feedback.

With a strong focus on technology, infrastructure, and customer satisfaction, CSMIA continues to rank among the top airports globally, delivering world-class travel experiences. Its unwavering dedication to innovation, sustainability, and passenger comfort sets a new benchmark for the aviation industry.

(ET)

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