Chhatrapati Shivaji Maharaj International Airport (CSMIA) celebrates a significant achievement with Level 5 Accreditation from the Airports Council International (ACI) – the pinnacle of accreditation in ACI's Airport Customer Experience Accreditation Program. CSMIA is the first airport in India and the third airport in the world to achieve this remarkable milestone, distinguishing CSMIA as a leader in passenger satisfaction and operational excellence. By achieving this prestigious accolade, CSMIA proudly joins the list of world's top-performing airports
Speaking at the event, Jeet Adani, Director, Adani Airport Holdings Limited (AAHL) said: “CSMIA is thrilled to be among the world's leading airports to receive this prestigious recognition. This prestigious recognition is the result of our dedication to understanding and improving the passenger experience. This achievement not only highlights our progress, it reinforces CSMIA's role as a global leader in airport management and passenger services, reinforcing our determination to shape the future of the airport experience.”
The design thinking methods employed at CSMIA enable the development of innovative solutions that meet the needs of stakeholders including airlines, retail and lounge partners and regulatory agencies. Continuous collection and analysis of customer feedback and CSAT scores helped identify pain points and areas for improvement. Employees, vendor partners and stakeholders such as CISF, Immigration, Customs and Airlines play an important role in customer service. All teams at CSMIA have undergone rigorous training focused on enabling smooth passenger journey.
CSMIA's dedication extends beyond operational advancement with a data-driven, digital-first, passenger-centric approach. A significantly expanded digital gateway program has enhanced the travel experience for both DigiJatra and non-DigiJatra passengers. The entry e-gates at T2 have been increased from 24 to 68 – the highest number of curbside e-gates at any airport in India. The rollout of the aviio app – a first-of-its-kind digital initiative among airports in India – focuses on enabling airport stakeholders 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 reduce waiting time, enhance comfort and facilitate a smooth journey 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 program, which features nine comfort dogs stationed at the Terminal 2 exit. This furry ambassador of joy brings comfort and laughter to passengers, adding a delightful and memorable touch to their travel experience.
As it looks to the future, the airport is dedicated to innovation, sustainability and delivering memorable travel experiences, ensuring that every trip through CSMIA is extraordinary.