Ahmedabad’s Sardar Vallabhbhai Patel International (SVPI) Airport has been honored with the Airports Council International (ACI) Level-5 Airport Customer Experience Accreditation, making it the third airport in India to achieve this recognition. The accreditation, upgraded from Level 4 status received last year, signifies a comprehensive approach to customer experience encompassing strategy, governance, service design, innovation, collaboration, and continuous enhancement. SVPI Airport, managed by Ahmedabad International Airport Limited under Adani Airport Holdings Limited, has implemented various improvements over the past year to enrich the passenger journey and enhance customer interaction.
The Level 5 certification acknowledges airports that exhibit a holistic, organization-wide commitment to customer experience. This includes initiatives such as expanded digital and self-service lounge access, real-time passenger feedback mechanisms, smart dining services, a 24-hour AI-powered call center for passenger inquiries, and the introduction of digital services like the Adani One app and biometric immigration kiosks. Additionally, the airport has bolstered digital payment options, smart feedback systems, and connectivity solutions, while enhancing infrastructure with upgrades to lounges, seating, wayfinding, accessibility, and terminal amenities.
SVPI Airport has increased the number of entry and exit lanes to improve operational efficiency during peak hours, expanded facilities for special passenger needs, and introduced cultural programs to showcase Gujarat’s heritage. The airport’s focus on employee wellness, training, and stakeholder collaboration aims to ensure a seamless travel experience. Commercial offerings have also been expanded with the opening of Maison Twenty Seven by Bastian, a significant restaurant in Gujarat, along with new food courts and retail outlets featuring local and international brands.
Officials at SVPI Airport emphasized that the Level 5 accreditation underscores their dedication to prioritizing passenger satisfaction and striving for service excellence. They highlighted the airport’s role as a standard-bearer in India’s aviation sector, consistently innovating to deliver a world-class travel experience and contribute to Ahmedabad’s reputation as a modern, globally connected destination. The ACI Airport Customer Experience Accreditation program evaluates airports based on the integration of customer experience principles across all operations, recognizing Level 5 as the highest accreditation for airports that have fully embedded customer experience in their operations.
