CSMIA Achieves ACI Level 5 Accreditation, Joining Global Elite
Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has reached a significant milestone in airport services as it becomes the third airport globally to receive the prestigious Level 5 accreditation from Airports Council International (ACI). This recognition places CSMIA at the forefront of global airport service excellence, making it the first Indian airport to attain this distinguished status.
The Level 5 accreditation is the highest distinction in ACI’s Airport Customer Experience Accreditation Programme. This programme evaluates a comprehensive 360-degree approach to customer experience management and is the only such accreditation within the airport industry. CSMIA was awarded this status following a rigorous review process, which included extensive engagement with stakeholders, employee development, and continuous improvement in customer service strategies. CSMIA’s achievement highlights its commitment to providing an exceptional passenger experience, and it is a reflection of several key initiatives implemented at the airport. One of the standout projects is the airport’s Digital Gateway Programme, which includes 68 e-gates at the T2 entry – the highest number at any airport in India. This initiative significantly enhances the flow of passengers and streamlines the check-in process.
Additionally, the launch of the Aviio application, a first-of-its-kind digital solution for Indian airports, fosters collaboration among stakeholders, further improving operational efficiency. Another notable initiative at CSMIA is the Pawfect programme, which features nine comfort dogs stationed at Terminal 2 Departures. These furry companions have been a hit with passengers, offering a unique and heartwarming touch to the travel experience. The airport’s commitment to customer satisfaction is underscored by its continuous collection and analysis of customer feedback through CSAT scores, which has allowed the team to proactively address pain points and enhance the passenger journey. The training and dedication of employees, vendor partners, and stakeholders like the CISF, Immigration, Customs, and Airlines play a crucial role in delivering seamless services.
Speaking on this achievement, Jeet Adani, Director of Adani Airport Holdings Limited (AAHL), which manages CSMIA, expressed pride in the recognition. “CSMIA is honoured to stand among the world’s leading airports. This esteemed recognition reflects our dedication to improving the passenger experience and reinforces our position as a global leader in airport operations,” he said. Gautam Adani, Chairman of Adani Group, also shared his gratitude on social media, stating that serving customers is the cornerstone of their success. He promised continued dedication to enhancing services for passengers across all Adani Airports. This significant achievement further solidifies CSMIA’s reputation as one of the world’s top airports, enhancing its role as a key player in shaping the future of global airport experiences.
