Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has been adjudged as the ‘Best Airport over 40 million passengers’ in Asia Pacific region by the Airports Council International’s (ACI) Airport Service Quality (ASQ) awards. CSMIA has been recognised with this prestigious title of ‘Best Airport’ for seven years in a row. Mumbai CSMIA is the second busiest airport in India in domestic and international passenger traffic.
The ASQ awards are based on passenger feedback and are considered a testament to the airport’s commitment to providing outstanding customer experience. The ASQ awards celebrate CSMIA’s efforts of delivering exceptional facilities and services, as demonstrated by various initiatives undertaken over the past year.
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Mumbai Airport: Customer Experience Initiatives
1) CSMIA completed its major re-carpeting project of Runway 14/32, enhancing safety standards. Additionally, the introduction of ‘Taxiway Z’ is a effort to reduce ground delays, lowering carbon emissions and positioning CSMIA as a leader in environmental sustainability.
2) CSMIA also introduced a dedicated domestic-to-domestic passenger transfer facility within Terminal-2 (T2). This initiative reduces transit time for travellers with connecting domestic flights.
3) CSMIA commissioned a specialized Disabled Aircraft Recovery Kit (DARK), equipped with High-Pressure lifting bags, making it the first airport in Asia to possess this facility. DARK ensures efficient recovery processes for even the largest commercial aircraft.
4) CSMIA conducted a 70-day-long Summer Carnival that contributed to the airport’s efforts to provide captivating experiences and seamless travel for passengers.
5) The installation of 2D Barcode readers and an advanced Parking Guidance System at Terminal 2 streamline entry procedures and parking experiences, reflecting CSMIA’s dedication to enhancing passenger convenience and comfort.
6) The DigiYatra initiative introduced at Terminal 2, uses artificial intelligence and facial recognition technology which automates and accelerates the entire check-in experience, enabling paperless & seamless travel.
7) Mumbai International Airport also inaugurated the enhanced Pre-Embarkation Security Check (PESC) area. This strategic initiative was designed to enhance processing capacity, reduce wait times, and provide a seamless yet secure travel experience for passengers.
With the infrastructure augmentation, Mumbai International Airport now has a total of 5,735 square meters of dedicated space for security screening, and 328 square meters of newly created domestic transfer security check area. The newly designed PESC now provides for a contiguous processing area of approximately 2,075 square meters, making it one of the largest in the country.
Mumbai Airport: Enhanced Traffic
November 2023 witnessed remarkable growth for CSMIA, with record-breaking passenger traffic movements. The airport recorded its highest single-day passenger traffic on November 25th, with 167,132 passengers traversing through CSMIA, including over 120,000 domestic and 46,000 international passengers. Additionally, CSMIA achieved a new single-day record of 1,032 Aircraft Traffic Movements (ATMs) on November 11, 2023, surpassing previous records.
Spokesperson of CSMIA said, “It is with great pride that we receive the 2023 ASQ Award once again for ‘Best Airport over 40 million passengers’ category in Asia-Pacific, one of the most prestigious accolades in our industry. This remarkable achievement applauds the unwavering dedication and tireless efforts of the exceptional team at CSMIA. Like a well-oiled machine, they continuously strive to exceed expectations, ensuring that every passenger’s journey is not just seamless, but truly memorable.
Luis Felipe de Oliveira, Director General, ACI World said, “The Airport Service Quality (ASQ) Awards celebrate more than outstanding customer experience; it recognizes the innovation and dedication of your entire airport team. Congratulations to Mumbai International Airport for your hard work that is redefining the airport experience.”