Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has been rated as the ‘Best Airport by Size and Region’ in over 40 million passenger category by the Airport Council International (ACI), for the fifth consecutive year. Lauded for its dedication towards delivering superior customer experience for its passengers, the recognition comes as a testament of CSMIA’s unrelenting commitment to providing world-class facilities and services amid some of the most challenging years.
CSMIA’s consistent efforts in promoting service excellence and providing memorable customer experience through the adoption of unique practices and innovation has been recognised globally on multiple occasions. The achievement is a symbol of the passenger recognition of the efforts undertaken so far as well as represents appreciation towards CSMIA’s initiatives with the adoption of health and safety measures during these past few years. The agility displayed not only to adapt to the new developments that were unfolding but also the resilience to remain operational during pandemic was lauded with this recognition.
From Common Use Self-Service (CUSS) kiosks for passengers to check-in and generate baggage tag themselves, Self-Baggage Drop counters (SBD) to e-gates that allow passengers to scan their boarding pass before proceeding to the security check are just some of the proactive initiatives which are examples of the said commitment to quality service. Focusing on promoting a contactless journey, the airport expedited its planned developments and launched initiatives like introducing a touch-less feature via QR-code based technology to its self-check-in kiosks, the care and concern taken at every step of the process was noteworthy. Meanwhile, the airport also diligently worked towards setting forth SOPs for delivering continuous essential services to the passengers along with facilitating seamless cargo flight operations making every leg of the airport operations up and running.
The ACI ratings continue to be one of the most prestigious laurels in the aviation segment that recognise 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 travellers.