Mumbai International Airport declared ‘Best Airport over 40 million passengers’ in Asia Pacific for the seventh consecutive year

CSMIA Acknowledged for World Class Customer Experience and Exceptional Service with Prestigious ACI Award

• Chosen by passengers, highlighting CSMIA’s commitment to exceptional customer experiences.
• Winning the award for the seventh time in a row reflects passengers’ trust in CSMIA and its operational efficiency.
• CSMIA introduced innovative facilities, infrastructural upgrades, making travel more convenient for passengers.
• This accolade encourages CSMIA to continue the quest to set a benchmark for best-in-class airport services.

Mumbai, 12 March, 2024: Mumbai’sChhatrapati Shivaji Maharaj International Airport (CSMIA) is proud to announce that it has been adjudged as the ‘Best Airport over 40 million passengers’ in Asia Pacific region by Airports Council International’s (ACI) Airport Service Quality (ASQ) awards. CSMIA has been recognised with this prestigious title of ‘Best Airport’ for seven years in a row. The ASQ awards are highly regarded in the airport industry, as they are based on passenger feedback and are considered a testament to the airport’s commitment to providing outstanding customer experience.

The ASQ awards celebrate CSMIA’s successful efforts and dedication towards providing superior customer experiences. This award reflects CSMIA’s resolute commitment to delivering exceptional facilities and services, as demonstrated by various initiatives undertaken over the past year.

CSMIA completed its major re-carpeting project of Runway 14/32, enhancing safety standards. Additionally, the introduction of ‘Taxiway Z’ is a pioneering effort to reduce ground delays, significantly lowering carbon emissions and positioning CSMIA as a leader in environmental sustainability.

CSMIA also introduced a dedicated domestic-to-domestic passenger transfer facility within Terminal-2 (T2). This initiative reduces transit time for travellers with connecting domestic flights.

In further commitment to safety, CSMIA commissioned a specialized Disabled Aircraft Recovery Kit (DARK), equipped with High-Pressure lifting bags, making it the first airport in Asia to possess this facility. DARK ensures efficient recovery processes for even the largest commercial aircraft.

In line with its commitment to passenger centricity, CSMIA conducted a 70-day-long Summer Carnival that contributed to the airport’s efforts to provide captivating experiences and seamless travel for passengers.

The installation of 2D Barcode readers and an advanced Parking Guidance System at Terminal 2 streamline entry procedures and parking experiences, reflecting CSMIA’s dedication to enhancing passenger convenience and comfort.

The DigiYatra initiative introduced at Terminal 2, uses artificial intelligence and facial recognition technology which automates and accelerates the entire check-in experience, enabling paperless & seamless travel.

Mumbai International Airport also inaugurated the enhanced Pre-Embarkation Security Check (PESC) area. This strategic initiative was designed to enhance processing capacity, reduce wait times, and provide a seamless yet secure travel experience for passengers. With the infrastructure augmentation, Mumbai International Airport now has a total of 5,735 square meters of dedicated space for security screening, and 328 square meters of newly created domestic transfer security check area. The newly designed PESC now provides for a contiguous processing area of approximately 2,075 square meters, making it one of the largest in the country.

November 2023 witnessed remarkable achievements for CSMIA, with record-breaking passenger traffic movements. The airport recorded its highest single-day passenger traffic on November 25th, with 167,132 passengers traversing through CSMIA, including over 120,000 domestic and 46,000 international passengers. Additionally, CSMIA achieved a new single-day record of 1,032 Aircraft Traffic Movements (ATMs) on November 11, 2023, surpassing previous records.

As part of its sustainability initiatives, CSMIA has made significant strides towards becoming net-zero by 2029. The airport’s commitment to eliminating Single-Use Plastic and introducing eco-friendly mobility options like Uber Green has earned it recognition as the ‘Best Sustainable Airport of the Year’ by ASSOCHAM. Additionally, CSMIA’s Platinum Rating in the prestigious Green Airports Recognition (GAR) Programme 2023 by ACI Asia-Pacific highlights its dedication to sustainability and environmental stewardship.

All these initiatives are a result of CSMIA’s dedication and commitment towards its passengers and their ever-changing demands.

Speaking on the occasion, the spokesperson of CSMIA said, “It is with great pride that we receive the 2023 ASQ Award once again for ‘Best Airport over 40 million passengers’ category in Asia-Pacific, one of the most prestigious accolades in our industry. This remarkable achievement applauds the unwavering dedication and tireless efforts of the exceptional team at CSMIA. Like a well-oiled machine, they continuously strive to exceed expectations, ensuring that every passenger’s journey is not just seamless, but truly memorable.

Luis Felipe de Oliveira, Director General, ACI World said, “The Airport Service Quality (ASQ) Awards celebrate more than outstanding customer experience; it recognizes the innovation and dedication of your entire airport team. Congratulations to Mumbai International Airport for your hard work that is redefining the airport experience.”

The ACI ratings continue to be one of the most prestigious laurels in the aviation segment that recognize the best airports in the world. The Airport Service Quality (ASQ) surveys are conducted worldwide across airports where passengers are interviewed to rate the airport services before boarding their flight. The scientific methodology and strict quality control procedure following global standards undertaken by the committee is a proof of the award’s fairness in identifying the airport’s excellence in service parameters that go beyond satisfying the needs of travelers. 

With a state-of-the-art infrastructure and a focus on digital advancements and sustainability initiatives, CSMIA continues to set benchmarks in the aviation sector. By prioritizing customer satisfaction and convenience, CSMIA remains dedicated to providing safe and comfortable travel experiences for all passengers, reaffirming its commitment to excellence in every aspect of airport operations.