Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) | File Image
Mumbai: Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) won the award for the ‘Best Airport over 40 million passengers’ in the Asia-Pacific region at the esteemed Airports Council International’s (ACI) Airport Service Quality (ASQ) Awards. This marked Mumbai Airport’s eighth consecutive win as the best airport.
The ACI’s ASQ Awards remain among the most prestigious global accolades in aviation, honouring airports that excel in passenger service through rigorous, scientifically validated surveys. Conducted in partnership with Amadeus, the ASQ Awards evaluate customer experience based on insights from Departures and Arrivals Surveys.
Based on direct passenger feedback gathered by a third party and verified by ACI, these accolades highlight the airport’s continuous efforts to enhance the travel experience. Over the past year, CSMIA has introduced key initiatives to streamline operations and upgrade facilities, further solidifying its status as a global aviation leader.
CSMIA closed 2024 on a high note, welcoming approximately 54.8 million passengers, a 6.3% rise from 2023 and a 19.41% increase over pre-pandemic 2019. The airport also recorded 346,617 air traffic movements (ATMs), reflecting a 3.2% year-on-year growth. December 2024 emerged as the busiest month, with 5.05 million passengers, while 21 December saw a record-breaking 170,000 travellers in a single day.
“Winning the ACI ASQ Award for the eighth consecutive year is a true honour and resounding validation of CSMIA’s commitment to excellence. We are deeply grateful to our passengers for their trust and our dedicated team for consistently delivering exceptional service. This recognition motivates us to continue elevating the travel experience at CSMIA,” a CSMIA spokesperson said.
Luis Felipe de Oliveira, director general of ACI World, said, “The ASQ Awards celebrate airports that redefine passenger experience through innovation and operational excellence. Congratulations to Mumbai International Airport for consistently setting new standards in customer satisfaction.”
Pioneering Digital Transformation
During the year, Mumbai Airport revolutionised passenger experience with ‘Digital Gateway’ offerings. In order to enhance the passenger travel experience for both DigiYatra and non-DigiYatra passengers, CSMIA increased terminal entry points (eGates) from 24 to an impressive 68, which is the highest number of e-gates at kerbside or landside in the country. The expansion enhanced the airport’s processing capacity to 7,440 passengers per hour at Terminal 2 (T2) and 2,160 at T1, a three-fold addition to the current capacity.
Aligning with the Government of India’s ‘Digital India’ vision, CSMIA remains at the forefront of digital transformation with its digital payment initiative at the Multi-Level Car Park (MLCP). By enabling seamless digital payments via mobile wallets, debit/credit cards, UPI, and FASTag, the airport enables a frictionless experience. CSMIA also witnessed a 66 percentage of FASTag adoption and a rising preference for digital integration through strategic collaborations and incentives.
Furthering its technological leadership, Adani Airports launched ‘aviio’, which is India’s first comprehensive digital airport platform for stakeholders, offering real-time data sharing and instant passenger updates on security checks, gate changes, baggage claims, and wait times.
Enhancing Passenger Comfort and Well-being
CSMIA introduced a heartwarming initiative at Terminal 2, featuring nine specially trained emotional support dogs to enhance the passenger experience. Available from Friday to Sunday between 3pm to 11pm, these affectionate companions, including a Golden Retriever, Maltese, rescued Husky, Shih Tzu, Lhasa Apso, and Labrador, offer travellers a soothing respite with their gentle presence.
Stationed at key areas, including Domestic Level 3 and post-immigration zones, these furry ambassadors provide comfort, ease travel anxieties, and transform the airport journey into a delightful and stress-free experience.
