Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has made history by becoming the first airport in India to earn the coveted Level 5 Airport Customer Experience Accreditation from Airports Council International (ACI). This global recognition is awarded to airports that demonstrate exceptional dedication to customer satisfaction and service excellence. CSMIA is only the third airport worldwide to receive this prestigious honor, emphasizing its commitment to providing top-tier services for travelers.
The airport’s success is rooted in its innovative approach, focusing on data-driven, digital-first strategies that prioritize passenger comfort. With an emphasis on technology integration, CSMIA has consistently improved operational efficiency, ensuring a seamless travel experience for millions of passengers every year. This accomplishment not only elevates the airport’s status internationally but also sets a benchmark for airports across India and beyond.
The recognition comes as a result of years of strategic investments and a customer-centric approach that blends modern technology with personalized services. CSMIA’s achievement is a testament to its continuous efforts in setting new standards for excellence in the aviation industry, underscoring its role as a leader in the global airport sector.
The airport, managed by Adani Airport Holdings Ltd., a subsidiary of the Adani Group, has demonstrated exceptional leadership in improving customer service. Gautam Adani, the founder of the Adani Group, expressed his pride in this milestone, emphasizing that the true measure of business success lies in the ability to serve customers effectively.
By securing Level 5 Accreditation, CSMIA has set itself apart as a trailblazer in the aviation industry, pushing the boundaries of what an airport can offer. With this achievement, the airport reaffirms its position as a forward-thinking leader committed to redefining the customer experience in air travel.