Mumbai Airport’s T2 to welcome 360-degree digital transformation

Mumbai International Airport (BOM/CSMIA) commemorates eight illustrious years of operations of the iconic Terminal 2 (T2) on 12 February 2022. Since its inception in 2014, T2 has been setting new benchmarks for enhanced terminal experience through its exceptional architecture, technological advancements and the expanded array of initiatives adopted to provide a holistic transit experience to all the passengers. CSMIA has consistently undertaken developments to elevate the service quality offered to the passengers while delivering sustainable value for all stakeholders. On the occasion of the eighth anniversary of Terminal 2, CSMIA aims to cultivate a landscape of digital empowerment within the aviation industry with the adoption of a complete 360-degree digital approach for airport functions which will benefit all the passengers.

CSMIA’s vision extends well beyond flight operations, and the airport is working towards turning it into an ultimate lifestyle destination through its offerings. The digital makeover journey is an extension of the said commitment to building on the new dimension of a digital mega-hub that has previously been actualized by several initiatives, which have helped e-enable CSMIA’s ecosystem. From Common Use Self-Service (CUSS) kiosks for passengers to check-in and generate baggage tag themselves, Self-Baggage Drop counters (SBD) to e-gates that allow passengers to scan their boarding pass before proceeding to the security check are just some of the proactive initiatives which are examples of CSMIA’s commitment to adapting to the next generation digital framework. With a focus on promoting a contactless journey, the airport expedited its planned developments and launched initiatives like introducing a touchless feature via QR-code based technology and its self-check-in kiosks, defining the tech-restructuring undertaken at every step of the journey of the passenger.

With eight years of efficient functioning, the terminal has significantly augmented the superior travel processes and has resulted in the growth of passenger traffic benefitting from the services. CSMIA has been on the constant quest to transform itself to meet the evolution of the needs and cater to the demands of this enhanced passenger traffic. Connectivity has been the core offering extended to the passengers from across the globe, with T2 offering a total of 117 routes through the domestic (70) and international (47) markets collectively as of FY21-22.

Meanwhile, CSMIA’s digital focus is complimented with a customer-first approach where technology meets quality service. With an aim to continue the journey of inculcating passenger-centric values among all stakeholders and employees, the digital transformation has been extended to the front-end operations as well. From Complaint Handling, Customer Relationship Management to Airline Platform integration, CSMIA has further built on creating a strong Customer-Focused value system. A uniform system of the superior cross-unit process of passenger service will be the face of the operations at T2 and CSMIA at large coming into play by the collaborative efforts by the digital infrastructure and the efficient human resource.

Credit: Mumbai International Airport (BOM/CSMIA)

As a testament to CSMIA’s tireless efforts towards sustainable and green initiatives – particularly in assessing the reduction in specific energy consumption, innovation in identifying and implementing energy-saving projects, green supply chain, waste management, GHG Emission and climate change initiatives have paved the way for visible change. Terminal 2 has been at the forefront of translating the promise of CSMIA to pioneer the shift towards a sustainable aviation infrastructure. As recent as January 2022, CSMIA’s T2 was recertified and conferred to as a ‘PLATINUM rated Green Existing Building Project’ by Indian Green Building Council (IGBC). The recertification comes as an acknowledgement of the continued efforts by CSMIA to sustain the superior operational performance, maintenance, and occupant wellbeing features at the airport channeled prominently through T2.

On its path to becoming one of the world’s best airports, CSMIA has been working towards elevating its facilities and services to create a seamless passenger journey at the airport. CSMIA’s T2 has become a significant pillar to the vision of Gateway to Goodness offering exceptional infrastructure facilities aiding in the introduction of pioneering services and advanced technology. Home to various ‘firsts’ from the introduction of CUSS kiosks along with extended check-in facility located at host of five-star hotels in the city, Self-Baggage Drop Counters, personalized meet and greet services through ‘Pranaam’ that attends to all the needs at the airport ensuring smooth and stress-free travel, amongst others over the years, T2 has redefined the way we fly. Since the outbreak of the COVID-19 pandemic, the airport has worked diligently towards creating a safe travel experience in promotion of health and safety and T2’s continuous exemplary performance delivery has assisted CSMIA in better navigating the pandemic. In the eighth year of commemorating the journey of evolution of CSMIA’s T2, it is noteworthy to look at the initiatives which have contributed to the growth as we continue to undertake the ride towards turning every operation at CSMIA from functional to seamless.