Ahmedabad’s Gateway Achieves Global Recognition for Passenger Experience
Newzdaddy Business Updates
The prestigious ACI Level 4 Customer Experience Accreditation has been attained by SVPI Airport.
Gujarat’s Ahmedabad, June 6, 2025: In its quest for superior customer service, Sardar Vallabhbhai Patel International (SVPI) Airport, run by Adani Airport Holdings Limited, a division of Adani Enterprises Ltd., the principal developer of the internationally diverse Adani Portfolio, has accomplished a noteworthy milestone. Airports Council International (ACI) has awarded the SVPI airport the esteemed Level 4 accreditation in Airport Customer Experience today. This is a notable improvement over the Level 3 accreditation that was obtained in May 2024.
With this accolade, SVPI Airport joins a limited club of airports worldwide and ranks third in India, showcasing an extraordinary dedication to improving the traveler experience at every touchpoint. Airport culture, governance, operational improvement, measurement, customer strategy, and customer knowledge are among the many factors that are assessed by the accreditation.
SVPI Airport has undertaken a number of projects aimed at improving passenger interaction, infrastructural development, and technology innovation within the previous 12 months. The operational efficiency and travel experience have been greatly improved by these initiatives.
The following main projects are responsible for the SVPI airport’s level 4 accreditation:
Improvements Driven by Technology:
• The Aviio App was introduced, and SOPs were digitalised.
• Digi Yatra and Self-Baggage Drop are now available at both T1 and T2 terminals.
By adding a luggage belt rejection line, the number of bags handled each hour increased from 600 to 1,600.
• To improve hygiene, 24 Smart Cleaning Robots have been placed in T1 and T2.
• For improved safety and project monitoring, AI-based security cameras have been deployed.
• The freshly released Adani One App improved and unified the traveler experience.
• The Trusted Travellers Program, often known as Fast Track Immigration, was launched.
• For a flawless digital experience, free Wi-Fi kiosks, IPTVs, Flight Information Displays, and carefully chosen background music are now available.
Improvements to the Passenger Experience and Infrastructure: • Two electric buses were introduced for complimentary inter-terminal transportation.
• Hawaii Adda, a new smoking area, a multifaith prayer space, and themed artworks honouring Gujarat’s past are among the infrastructure upgrades.
• The T1 and T2 check-in counters were moved from 23 to 39 and 32 to 56, respectively.
• The number of boarding gates was raised from 8 to 12 in T1 and from 9 to 12 in T2.
• More than twenty-two new food and shopping establishments have opened in the T2 forecourt.
• Improved restrooms with baby-changing stations, 970+ new signage, and live cricket match telecasts (Aero Fan Park) have raised the airport’s service quality ratings from 4.72 to 4.93.
• There are now more parking spaces for 2-wheelers (450–700) and 4-wheelers (790–1,370), as well as better lighting, CCTV, and automated entry and exit systems.
Acknowledgements and Certifications:
• The ISO 14001:2015, ISO 9001:2015, and ISO 45001:2018 certifications.
• The Quality Circle Forum of India recently certified SVPI Airport as the first airport in India to integrate 5S in the workplace.
• Received multiple honours like
o Nine Awards at QCFI Awards, 2024
o Two Par Excellence awards and one Excellence award at the 25th Indian National Suggestion Scheme Association (INSSAN) event, 2024
This Level 4 accreditation demonstrates SVPI Airport’s dedication to prioritising customers in all decisions and its ongoing quest for service delivery excellence. With constant innovation to guarantee a top-notch travel experience, the airport remains a benchmark in India’s aviation industry. SVPI Airport is proud to serve Ahmedabad’s citizens and help the city establish itself as a cutting-edge, internationally connected travel destination.
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