TBM Staff - Mumbai Chhatrapati Shivaji Maharaj International Airport (CSMIA) has been awarded with Level 5 accreditation from Airports Council International (ACI) — the pinnacle of recognition in ACI’s Airport Customer Experience Accreditation Programme.
CSMIA is the first airport in India and third airport in the world to achieve this remarkable milestone, distinguishing CSMIA as a leader in passenger satisfaction and operational excellence. By securing this esteemed honour, CSMIA proudly joins the ranks of the world’s top-performing airports.
Speaking on the occasion, 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.
