Mumbai Airport becomes India’s first airport to achieve ACI level 5 accreditation, BA

The Chhatrapati Shivaji Maharaj International Airport (CSMIA) in Mumbai has achieved a significant milestone by securing the prestigious ACI Level 5 Accreditation, a recognition awarded by Airports Council International (ACI) for exemplary customer experience standards. CSMIA is now the first airport in India and the third worldwide to receive this highest distinction, solidifying its position as a leader in passenger service and operational excellence.

Jeet Adani, Director, Adani Airport Holdings Limited (AAHL), expressed, “CSMIA is thrilled to stand among the world’s leading airports to receive this esteemed recognition. This accreditation is the result of our dedication to enhancing the passenger experience and reinforces our position as a global leader in airport operations.”

The airport’s commitment to improving the passenger experience is evident through its use of design thinking methodologies, which led to the development of digital-first initiatives and the aviio app—aimed at facilitating seamless collaboration among stakeholders. In addition, CSMIA has significantly expanded its digital gateway programme, increasing the number of e-gates from 24 to 68, the highest in India.

Through continuous innovation, CSMIA has also introduced the Pawfect programme, featuring comfort dogs at Terminal 2 to further elevate the passenger experience. The accreditation was achieved after comprehensive stakeholder and employee engagement, alongside rigorous training and the continuous collection of customer feedback.

CSMIA’s focus on technology, infrastructure, and customer satisfaction ensures it remains a top performer in global airport rankings, committed to delivering exceptional travel experiences. As the airport looks towards the future, its dedication to innovation, sustainability, and passenger comfort remains unwavering.