Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) added a golden feather to its cap as it became the third airport in the world to receive the Airports Council International (ACI)’s highest distinction for customer experience. The international body of airport authorities conferred the Level 5 accreditation to Mumbai Airport, making it India’s first airport to receive the prestigious status.
On Wednesday, ACI felicitated CSMIA with Level 5 accreditation which is the pinnacle of recognition in ACI’s Airport Customer Experience Accreditation Programme. This programme is the only accreditation in the airport industry to provide a 360-degree view of customer experience management.
Mumbai Airport became the first airport in India and third airport in the world to achieve this remarkable milestone. Reflecting on the achievement, CSMIA said that the accreditation is the outcome of a comprehensive review and training process that includes stakeholder and employee engagement and staff development.
The achievement is a result of multiple initiatives undertaken by the airport which includes digital gateway programme providing 68 e-gates at the entry to T2, which is the highest number of e-gates at the kerbside at any airport in India. The airport’s aviio application is a first of its kind digital initiative among Indian airports that enables stakeholders at the airport to collaborate and serve passengers in a better way.
Its Pawfect programme, featuring nine comfort dogs stationed at Terminal 2 Departures, was another popular initiative among the passengers as the dogs added a delightful and memorable touch to their travel experience.
Continuous collection and analysis of customer feedback and CSAT scores helped identify pain points and areas for improvement. Employees, vendor partners and stakeholders like CISF, Immigration, Customs and Airlines play a crucial role in customer service. All teams at CSMIA have undergone rigorous training focused on enabling smooth passenger journeys, according to Adani Airport Holdings Limited (AAHL), which manages CSMIA.
There is no greater manifestation of business success than a company’s ability to serve its customers. Every moment, it is this guiding principle that I urge all members of Adani Airports to dedicate their hours to. And there can be no greater feeling of gratitude than to have… pic.twitter.com/Xha2zXovkX
— Gautam Adani (@gautam_adani) January 8, 2025
Jeet Adani, director of Adani Airport Holdings Limited (AAHL) said, “CSMIA is thrilled to stand among the world’s leading airports to receive this esteemed recognition. This prestigious accreditation is the outcome of our dedication to understanding and enhancing the passenger experience. This achievement not only highlights our progress, it also reinforces CSMIA’s role as a global leader in airport operations and passenger service, strengthening our resolve to shape the future of airport experiences.”
Adani Group’s chairman Gautam Adani also took it to social media to share a heartfelt message after the achievement. “There is no greater manifestation of business success than a company’s ability to serve its customers. Every moment, it is this guiding principle that I urge all members of Adani Airports to dedicate their hours to. It is my promise on behalf of AAHL to keep serving all our passengers who walk through our airports,” Adani said.