Mumbai’s Chhatrapati Shivaji International Airport (CSIA), which is operated and managed by GVK Mumbai International Airport Private Limited (MIAL), has been rated as the world’s best airport for customer experience in the Airport Service Quality (ASQ) Awards 2017, as announced by the Airports Council International (ACI). It was selected on the basis of a survey of millions of passengers carried out by ACI, the trade association of 1,953 member airports across 176 countries. As part of ACI’s worldwide programme, passengers were surveyed across international airports for their feedback on 34 key performance indicators including airport access, check-in, security screening, restrooms, stores and restaurants.
GVK MIAL, a public-private joint venture between a GVK-led consortium and the Airports Authority of India had taken over the complete operations of the airport in 2007. At the time, the ASQ score of the airport was 3.53, which the company increased to 4.99 over 10 years. During 2017, the airport provided quality services to about forty six million travellers through 30,000 airport community members comprising the Central Industrial Security Force, customs, immigration teams, airline staff, staff for providing food and beverages, retail teams, housekeeping and maintenance units, and the employees of the company. The new integrated Terminal 2 at CSIA has further enhanced the airport’s capacity to service 40 million passengers and 1 million tonnes of cargo annually.