CSMIA wins ACI Level 5 Accreditation for customer experience

0
109

Inter AirportsChhatrapati Shivaji Maharaj International Airport (CSMIA) has been awarded Level 5 accreditation from Airports Council International (ACI) for ACI’s Airport Customer Experience Accreditation Programme. CSMIA is the first airport in India and third airport in the world to win the accreditation.

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.”

Design thinking methodologies employed at CSMIA enabled the development of innovative solutions that address needs of stakeholders, including airlines, retail and lounge partners, and regulatory bodies. Continuous collection and analysis of customer feedback and CSAT scores helped identify pain points and areas for improvement. Employees, vendor partners and stakeholders like CISF, Immigration, Customs and Airlines play a crucial role in customer service. All teams at CSMIA have undergone rigorous training focused on enabling smooth passenger journeys.

CSMIA’s dedication extends beyond operational advancements with a data-driven, digital-first, passenger-centric approach. A significantly expanded digital gateway programme has enhanced the travel experience for both DigiYatra and non-DigiYatra passengers. E-gates at the entry to T2 have been increased from 24 to an impressive 68 – the highest number of e-gates at the kerbside at any airport in India. The rollout of the aviioapp – a first of its kind digital initiative among airports in India – is focused on enabling stakeholders at the airport to collaborate and serve passengers better. This path breaking initiative aims to serve the aviation community and set new standards for Airport operations, management, and passenger experience. Every improvement at CSMIA aims to minimise wait times, augment comfort, and facilitate smooth journeys for passengers.

AAV_Bulletin


For Editorial Inquiries Contact:
Editor Matt Driskill at matt.driskill@asianaviation.com
For Advertising Inquiries Contact:
Head of Sales Kay Rolland at kay.rolland@asianaviation.com

AAV Media Kit
Previous articleStandardAero receives China nod for LEAP MRO services
Next articleAvolon: Growth in APAC will drive $1 trillion in aviation revenue

LEAVE A REPLY

Please enter your comment!
Please enter your name here