Mumbai Airport Achieves Historic Level 5 Customer Experience Accreditation
Chhatrapati Shivaji Maharaj International Airport (CSMIA) in Mumbai has achieved a historic milestone, becoming the first airport in India and only the third globally to receive Level 5 accreditation from Airports Council International (ACI) under its Airport Customer Experience Accreditation Programme. This accolade cements CSMIA’s position as a global leader in passenger satisfaction and operational excellence.
Jeet Adani, Director of Adani Airport Holdings Limited (AAHL), expressed immense pride, stating, “This recognition is a testament to our commitment to elevating passenger experiences. It not only acknowledges our progress but also strengthens our resolve to redefine airport operations and customer service.” The success stems from the airport’s innovative design thinking methodologies and a passenger-centric approach. By leveraging continuous feedback and Customer Satisfaction (CSAT) scores, CSMIA identified and addressed operational pain points. A well-coordinated effort between employees, vendor partners, and key stakeholders such as airlines, CISF, Immigration, and Customs ensures seamless passenger journeys.
A standout feature of CSMIA’s progress is its investment in technology. The airport expanded its e-gates at Terminal 2 from 24 to 68, making it the Indian airport with the highest number of kerbside e-gates. Its advanced digital gateway programme benefits both DigiYatra and non-DigiYatra passengers, while the introduction of the aviio app fosters collaboration among stakeholders to enhance passenger experiences. CSMIA has also reintroduced its “Pawfect” programme, featuring comfort dogs at Terminal 2 Departures, bringing joy and comfort to travellers. Through these initiatives, CSMIA has consistently set new benchmarks in infrastructure, technology, and passenger-centric services. Looking ahead, the airport remains committed to innovation, sustainability, and delivering memorable travel experiences, ensuring that every journey through CSMIA is extraordinary.
