Mumbai Airport Sets Global Standard in Customer Experience
Newzdaddy Business Updates
Synopsis of the Article
- Chhatrapati Shivaji Maharaj International Airport (CSMIA) in Mumbai is the first airport in India to receive Level 5 Accreditation for Airport Customer Experience from Airports Council International (ACI).
- CSMIA is also the third airport globally to achieve this prestigious recognition.
- The accreditation is part of ACI’s Airport Customer Experience Accreditation Programme, the only such program offering a 360-degree view of customer experience management.
- CSMIA’s initiatives like design thinking, digital-first strategies, and enhanced human touch contributed to this achievement.
- Innovations such as the introduction of ‘aviio’ for decision-making and the expansion of e-gates played a significant role.
- The airport emphasizes continuous feedback collection and staff training to improve passenger experiences.
- The “Pawfect” program featuring comfort dogs at Terminal 2 adds a joyful touch to passengers’ journeys.
- CSMIA’s dedication to innovation and sustainability sets it apart as a leader in passenger service and operational excellence.
Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) Sets a New Benchmark in Customer Experience
Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has made history by becoming the first airport in India to receive the prestigious Level 5 Accreditation for Airport Customer Experience from Airports Council International (ACI). Not only is it the first in the country, but it’s also only the third airport in the world to achieve this top-tier recognition. This remarkable milestone highlights CSMIA’s dedication to delivering outstanding passenger experiences and operational excellence.
The Level 5 Accreditation is part of ACI’s Airport Customer Experience Accreditation Programme, which is the only program of its kind in the airport industry. It provides a comprehensive view of how airports manage customer experiences. Achieving this level is no small feat – it involves a thorough review and training process that ensures all stakeholders, including staff and partners, are committed to providing top-notch service.
One of the key reasons for CSMIA’s success is its innovative approach to enhancing passenger experiences. The airport uses design thinking to create solutions that meet the needs of various stakeholders, including airlines, retail partners, and regulatory bodies. This approach ensures that passengers are always at the center of their initiatives.
CSMIA has rolled out several digital-first initiatives, such as the ‘aviio’ app, which helps stakeholders make better decisions to improve passenger services. They have also expanded their e-gates at Terminal 2 from 24 to 68, making it the airport with the highest number of e-gates at any airport entrance in India. These steps have significantly reduced wait times and made the travel experience smoother for passengers.
CSMIA doesn’t stop at digital innovations. They continuously gather feedback from passengers to identify pain points and areas for improvement. All airport staff, including those from CISF, Immigration, Customs, and airlines, undergo regular training to ensure they are equipped to provide excellent customer service.
Adding a delightful touch to the travel experience, CSMIA has reintroduced the “Pawfect” program at Terminal 2 Departures. This program features nine comfort dogs that bring smiles and comfort to passengers, making their journey even more memorable.
Looking ahead, CSMIA is committed to further innovations in infrastructure, technology, and services. Their goal is to ensure that every journey through the airport is extraordinary. This dedication to excellence in customer experience has set a new standard for airports across the globe.
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