CSMIA achieves Level 5 accreditation setting new standards in passenger experience

Chhatrapati Shivaji Maharaj International Airport (CSMIA) has reached a significant milestone, receiving Level 5 accreditation from Airports Council International (ACI) — the highest recognition in ACI’s Airport Customer Experience Accreditation Programme. CSMIA is the first airport in India and the third globally to attain this prestigious status, solidifying its position as a leader in passenger satisfaction and operational excellence. With this achievement, CSMIA joins an exclusive group 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.”

How is CSMIA transforming passenger experience with innovation and collaboration?

At CSMIA, design thinking methodologies have driven the creation of innovative solutions that meet the needs of key stakeholders, including airlines, retail and lounge partners, and regulatory bodies. Continuous feedback collection and analysis of CSAT scores have helped identify areas for improvement. The collaboration of employees, vendor partners, and stakeholders like CISF, Immigration, Customs, and Airlines has been essential in ensuring top-tier customer service. All teams at CSMIA have undergone rigorous training aimed at providing smooth, efficient passenger journeys.

CSMIA’s focus goes beyond operational upgrades with a digital-first, data-driven, and passenger-centric strategy. The expanded digital gateway programme has improved the travel experience for both DigiYatra and non-DigiYatra passengers. The number of e-gates at T2 has risen from 24 to 68, making it the highest number of e-gates at any kerbside in India. The introduction of the Aviio app – India’s first digital initiative of its kind – allows airport stakeholders to collaborate and serve passengers more effectively. This pioneering initiative seeks to raise new standards in airport operations, management, and passenger experience, with a focus on reducing wait times, increasing comfort, and ensuring smooth journeys.