- Mumbai Airport becomes the First Airport in India and Third Airport in the World to achieve Level 5 Accreditation for Airport Customer Experience – the highest distinction awarded by Airports Council International (ACI).
- ACI World's Airport Customer Experience Accreditation programme is the first, and only, accreditation in the airport industry to provide a 360-degree view of customer experience management. The accreditation is the outcome of a comprehensive review and training process that includes stakeholder and employee engagement and staff development.
- Design thinking enables CSMIA's digital-first initiatives, coupled with the human touch, to place the passenger front and centre.
- Enhanced passenger convenience with rollout of ‘aviio’ for stakeholder decision making and digital gateway (e-gates) instrumental in earning Level 5 accreditation.
Mumbai, 08 January, 2025: Chhatrapati Shivaji Maharaj International Airport (CSMIA)
celebrates a momentous achievement with Level 5 accreditation from Airports Council
International (ACI) — the pinnacle of recognition in ACI’s Airport Customer Experience
Accreditation Programme. CSMIA is the first airport in India and third airport in the world to
achieve this remarkable milestone, distinguishing CSMIA as a leader in passenger
satisfaction and operational excellence. By securing this esteemed honour, CSMIA proudly
joins the ranks of the world’s top-performing airports.
Speaking on the occasion, Mr. Jeet Adani, Director, 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.”
Design thinking methodologies employed at CSMIA enabled the development of innovative
solutions that address needs of stakeholders, including airlines, retail and lounge partners,
and regulatory bodies. 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.
CSMIA’s dedication extends beyond operational advancements with a data-driven, digital-
first, passenger-centric approach. A significantly expanded digital gateway programme has
enhanced the travel experience for both DigiYatra and non-DigiYatra passengers. E-gates at
the entry to T2 have been increased from 24 to an impressive 68 – the highest number of e-
gates at the kerbside at any airport in India. The rollout of the aviio app – a first of its
kind digital initiative among airports in India – is focused on enabling stakeholders at the
airport to collaborate and serve passengers better. This path-breaking initiative aims to serve
the aviation community and set new standards for Airport operations, management and passenger experience. Every improvement at CSMIA aims to minimise wait times, augment
comfort, and facilitate smooth journeys for passengers.
Through continuous innovation in infrastructure, technology, and services, CSMIA has set
new benchmarks for excellence. A highlight of its efforts is the reintroduction of the popular
Pawfect programme, featuring nine comfort dogs stationed at Terminal 2 Departures. These
furry ambassadors of joy bring comfort and smiles to passengers, adding a delightful and
memorable touch to their travel experience.
As it looks to the future, the Airport remains dedicated to innovation, sustainability, and
delivering memorable travel experiences, ensuring that every journey through CSMIA is
extraordinary.