Mumbai Airport Achieves Prestigious ACI Level 5 Accreditation for Customer Experience

The Chhatrapati Shivaji Maharaj International Airport (CSMIA) has earned a significant milestone, becoming the first airport in India and only the third worldwide to receive the coveted ACI Level 5 Accreditation. This honor, awarded by Airports Council International (ACI), recognizes CSMIA's outstanding customer experience standards and its leadership in passenger service and operational excellence.

Jeet Adani, Director of Adani Airport Holdings Limited (AAHL), expressed pride in this achievement:
"CSMIA is thrilled to join the elite group of world-class airports with this distinguished accolade. This recognition reinforces our commitment to enhancing passenger experiences and solidifies our position as a global leader in airport operations."

The accreditation reflects CSMIA’s innovative approach to delivering exceptional passenger satisfaction. The airport has adopted design thinking methodologies and launched several digital-first initiatives, such as the aviio app, which streamlines collaboration among stakeholders. Additionally, the expansion of its digital gateway program—increasing the number of e-gates from 24 to 68, the highest in India—has further enhanced efficiency and convenience.

CSMIA has also introduced unique passenger-centric programs, such as the "Pawfect Programme" at Terminal 2, featuring comfort dogs to reduce travel stress. Achieving Level 5 Accreditation required extensive collaboration with stakeholders, rigorous employee training, and continuous collection and analysis of customer feedback.

With a strong emphasis on technology, infrastructure, and customer satisfaction, CSMIA continues to set new benchmarks in the global aviation industry. Its dedication to innovation, sustainability, and passenger comfort ensures a world-class travel experience, positioning it among the top airports globally.