Chhatrapati Shivaji Maharaj International Airport (CSMIA) celebrates a momentous achievement 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, Mr. 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.”

• 1. Mumbai Airport becomes the First Airport in India and Third Airport in the World to
  achieve Level 5 Accreditation for Airport Customer Experience – the highest
  distinction awarded by Airports Council International (ACI).
• 2. ACI World’s Airport Customer Experience Accreditation programme is the first, and
  only, accreditation in the airport industry to provide a 360-degree view of customer
  experience management. The accreditation is the outcome of a comprehensive
  review and training process that includes stakeholder and employee engagement
  and staff development.
• 3. Design thinking enables CSMIA’s digital-first initiatives, coupled with the human
  touch, to place the passenger front and centre.
• 4. Enhanced passenger convenience with rollout of ‘aviio’ for stakeholder decision
  making and digital gateway (e-gates) instrumental in earning Level 5 accreditation.

There is no greater manifestation of business success than a company’s ability to serve its customers. Every moment, it is this guiding principle that I urge all members of Adani Airports to dedicate their hours to. And there can be no greater feeling of gratitude than to have… pic.twitter.com/Xha2zXovkX

— Gautam Adani (@gautam_adani) January 8, 2025

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 aviio app – 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.

Through continuous innovation in infrastructure, technology, and services, CSMIA has
set new benchmarks for excellence. A highlight of its efforts is the reintroduction of
the popular Pawfect programme, featuring nine comfort dogs stationed at Terminal 2
Departures. These furry ambassadors of joy bring comfort and smiles to passengers,
adding a delightful and memorable touch to their travel experience.
As it looks to the future, the Airport remains dedicated to innovation, sustainability, and
delivering memorable travel experiences, ensuring that every journey through CSMIA is
extraordinary.

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About Mumbai International Airport Limited (MIAL):

Mumbai International Airport Limited (MIAL) is managed by Adani Airport Holdings Limited
(AAHL), a subsidiary of Adani Enterprises, the flagship company of the globally diversified Adani
Group. MIAL is a Public-Private Partnership (PPP) venture between AAHL, holding a majority
stake of 74%, and the Airports Authority of India, holding the rest 26%. AAHL aims to converge
India’s biggest cities in a hub and spoke model through the Group’s proven strength in developing
and managing complex transport & logistics hubs.

With a strong understanding of modern-day mobility requirements, the Adani Group’s vision for
MIAL is to reinvent Mumbai International Airport as India’s biggest aerotropolis, where the
traditional airport nucleus of passenger and cargo infrastructure will be reinforced by
interdependent clusters of commercial and residential infrastructure to create the nation’s
busiest airport ecosystem.

MIAL has been further envisioned as a global air-travel focal point where domestic and
international flyers actively engage in business and leisure supported by metropolitan expansion
that catalyses aviation-linked businesses and employment opportunities. At MIAL, we intend to
create distinctiveness with an experiential offering that puts Mumbai first.

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