Chhatrapati Shivaji Maharaj International Airport (CSMIA) has achieved a groundbreaking milestone by securing the prestigious CSMIA ACI Level 5 Accreditation under the Airports Council International’s (ACI) Airport Customer Experience Accreditation Programme. This recognition makes CSMIA the first airport in India and only the third in the world to reach this level of excellence, marking a significant moment for the Indian aviation industry.

A Historic First for India

With this Mumbai Airport Level 5 accreditation, CSMIA has not only set a benchmark for the Indian aviation sector but also cemented its place among elite airports globally. 

 

Speaking about this achievement, Jeet Adani, Director of Adani Airport Holdings Limited (AAHL), said their prestigious ACI airport customer service award reflects their relentless efforts to understand and elevate passenger experiences and reinforces their position as a global leader in airport operations and service excellence.

CSMIA Achieves ACI Level 5 Accreditation

Innovation and Collaboration Drive Success

This ACI Level 5 accreditation in India recognizes CSMIA’s innovative use of design thinking methodologies and a data-driven, passenger-centric approach to improving customer satisfaction. By expanding e-gates at Terminal 2 from 24 to 68—the most at any kerbside in India—the airport has significantly enhanced the passenger journey.

 

Other notable advancements include:

 

  • The Aviio app is India’s first digital collaboration platform for airport stakeholders, enabling seamless service delivery.
  • A digital gateway programme, benefiting both DigiYatra and non-DigiYatra passengers, ensuring faster and smoother processing.
  • Continuous collection and analysis of feedback to address passenger pain points proactively.

 

CSMIA’s success is also attributed to the collaboration of stakeholders such as CISF, Immigration, Customs, and airlines. All teams underwent rigorous training to ensure smooth, efficient passenger journeys. Reintroducing the Pawfect Programme at Terminal 2 Departures—featuring nine comfort dogs—has added a unique, memorable touch to the travel experience.

 

With this Mumbai airport global recognition, CSMIA has set a gold standard in aviation. Its dedication to innovation, sustainability, and passenger-centric services positions it as a leader in India and globally.

 

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*Banner photo from Google Images