Mumbai Airport re-awarded ACI’s ‘The Voice of the Customer’

Mumbai International Airport (BOM) has again been honoured with ‘The Voice of the Customer’ award by the Airports Council International (ACI), thus recognising the resilient efforts put in by all the stakeholders and employees. The airport was awarded for demonstrating relentless efforts in gathering passenger feedback on customer needs in 2021 and providing the best-in-class travel experience.

Launched in 2020, the ACI recognition acknowledges the continued efforts of the airports that remained committed to giving priority to their passengers and ensuring that their voices were heard during the pandemic in 2021.

Throughout the pandemic, Mumbai International Airport complied with norms and protocols in line with the central and state governments while prioritising the health and safety of its passengers. Constantly striving to provide 100 per cent satisfaction, Mumbai Airport rolled out various passenger-centric initiatives in the past year to facilitate a safe and convenient travel during the pandemic and ensured effectiveness of their initiatives through quarterly feedback surveys.

Touch-less features like Common Use Self-Service (CUSS) kiosks for passengers to check in and generate a baggage tag themselves, Self-Baggage Drop (SBD) counters and e-gates that allow passengers to scan their boarding pass to proceed to security check were installed. Re-arrangement of seating areas at both the terminals to maintain social distancing, and installation of plexi-glass to minimise face-to-face interactions are some of the many initiatives that were introduced for passengers’ safe transit through the airport. Besides, the airport also set up additional 300 machines for testing a single planeload of passengers on the go, ensuring quicker and hassle-free testing at the airport. Mumbai Airport has continually evolved with time to provide only the topflight facilities to its passengers.

The airport is a forerunner in bringing new technological innovation and stays determined to look beyond the challenges with a holistic approach that put passengers at the core of every initiative. The airport was recognised as ‘The Voice of the Customer’ by ACI in 2021, as well and bagged the Best Airport by Size and Region in the over 40 million passenger category award four times in a row.

With the state-of-the-art infrastructure and continual enhancement in technological innovation and advancement for the betterment of passengers, Mumbai International continually strives to facilitate safe travel with comfort to all its passengers. It believes in understanding customer requirements through feedback management, which is certified to the ISO10002 standard.