Mumbai International Airport achieves Level 4 in the ACI World Airport Customer Experience

Posted: 11 September 2023 | | No comments yet

The airport has achieved Level 4 accreditation from Airports Council International (ACI).



Chhatrapati Shivaji Maharaj International Airport (CSMIA) proudly announces its achievement of Level 4 accreditation from the globally acclaimed Airports Council International (ACI). This achievement stands as a momentous stride towards operational excellence and passenger satisfaction. CSMIA now stands as one of only three airports globally to attain this prestigious recognition, and further, it solidifies its stature as the second airport in the Asia-Pacific region to secure this esteemed certification—a remarkable testament to its commitment to setting industry standards.

CSMIA’s ascent to Level 4 accreditation can be attributed to a host of recent initiatives, including customer journey mapping and the vigilant monitoring of customer experience indicators. The airport has introduced a slew of enhancements to elevate the passenger experience, encompassing streamlined processes, valet parking facilities, efficient security screening equipped with e-gates, enhanced navigation signage, video analytics for managing wait times in passenger processing and real-time flight information through digital displays. These improvements aim to minimise wait times, augment comfort, and facilitate smoother journeys for passengers.

Among the slew of technological and operational developments, the introduction of FASTag at CSMIA has contributed to a smoother traffic management within the airport premises. CSMIA’s digital footprint has also grown exponentially, with substantial increase in its social media followers on platforms like Facebook, Instagram, Twitter, and LinkedIn.

CSMIA terminal facade


Aiming to further achieve a smooth passenger movement, CSMIA recently unveiled a ground-breaking expansion of its Pre-Embarkation Security Check (PESC) facility. With this infrastructure augmentation, CSMIA now has a total of 5,735sqm of dedicated space for security screening as against 4,570sqm space earlier, and 328sqm of newly created domestic transfer security check area. The PESC now provides for a contiguous processing area of approximately 2,075sqm, making it one of the largest in the country. Further boasting the new security lanes, CSMIA introduced – Domestic to Domestic (D2D) transfer facility, an innovative solution to provide ease in transfer for passengers with connecting domestic flights. This move marked a new chapter in the airport’s journey, supporting airline customers in reducing Minimum Connecting Time (MCT) and promising passengers a seamless and efficient travel experience.

CSMIA’s commitment to reuniting passengers with their lost belongings is evident through its impeccable handling of lost and found items. The airport achieved remarkable success rates in returning these items to passengers, which also highlights integrity of the personnel across shake-holders at the airport in depositing the items.

Speaking on the occasion, CSMIA’s spokesperson said – “securing Level 4 Accreditation by ACI underscores our relentless commitment to excellence at CSMIA. It represents not just an accomplishment, but our unwavering dedication to passenger satisfaction, environmental sustainability, and operational excellence. We look ahead with enthusiasm, ready to elevate travelling experiences and set new standards in global aviation.”

As CSMIA continues to set new benchmarks in passenger satisfaction and operational excellence, it remains steadfast in their commitment to delivering world-class experiences. CSMIA eagerly anticipates the opportunity to serve travellers with even greater dedication and innovation in the future.