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Mumbai airport becomes 1st in India to get Level 4 ACI accreditation, ET TravelWorld


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<p style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;">The airport, which is near India's financial centre and has three terminals, welcomes more than 60 million travellers each year.</p>
The airport, which is near India’s financial centre and has three terminals, welcomes more than 60 million travellers each year.

The Chhatrapati Shivaji Maharaj International Airport (CSMIA) has achieved the prestigious Level 4 accreditation from the Airports Council International (ACI), becoming one of only three airports worldwide to attain this recognition. This accomplishment demonstrates the airport’s commitment to operational excellence and passenger satisfaction. Furthermore, it solidifies CSMIA’s status as the second airport in the Asia-Pacific region to secure this esteemed certification, setting industry standards. The airport’s ascent to Level 4 accreditation is attributed to a series of initiatives, including customer journey mapping and the vigilant monitoring of customer experience indicators. CSMIA has introduced numerous enhancements to elevate the passenger experience, including 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 minimize wait times, augment comfort and facilitate smoother journeys for passengers. Among the slew of technological and operational developments, the introduction of FASTag has contributed to smoother traffic management within the airport premises. CSMIA’s digital footprint has also grown exponentially, with a substantial increase in its social media followers on platforms like Facebook, Instagram, Twitter, and LinkedIn.

CSMIA recently unveiled a groundbreaking expansion of its Pre-Embarkation Security Check (PESC) facility, aimed at achieving a smooth passenger movement. With this infrastructure augmentation, CSMIA now has a total of 5,735 square meters of dedicated space for security screening as against 4,570 sq.m space earlier, and 328 square meters of newly created domestic transfer security check area.

Guwahati International Airport receives ISO-10002:2018 certification

In August 2023, the Guwahati airport recorded a footfall of nearly 4.8 lakh passengers, marking a significant increase compared to the same month in the previous year. The top four domestic destinations from Guwahati are Imphal, Delhi, Kolkata and Bengaluru. Additionally, the airport offers international flights to Singapore and Paro.

The PESC now provides for a contiguous processing area of approximately 2,075 square meters, making it one of the largest in the country. Further boosting the new security lanes, CSMIA introduced the Domestic to Domestic (D2D) transfer facility, an innovative solution for passengers with connecting domestic flights, which reduces Minimum Connecting Time (MCT) and promises 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 has achieved remarkable success rates in returning these items to passengers, highlighting the integrity of personnel across stakeholders at the airport in depositing the items.

CSMIA’s spokesperson said that securing Level 4 accreditation by ACI underscores their relentless dedication to excellence, passenger satisfaction, environmental sustainability and operational excellence. The airport looks forward to setting new standards in global aviation and elevating travelling experiences.

  • Published On Sep 8, 2023 at 10:48 AM IST

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