Mumbai Airport becomes first in India to receive ACI’s Level 4 accreditation

The Mumbai Airport has elevated consumer experience in recent years owing to the major changes in its operations and this is one of the main reasons why it received the Level 4 ACI customer experience accreditation. It offers streamlined processes, effective security screening via e-gates and valet parking services, among others for travellers.

In addition, CSMIA is known for providing improved navigation assistance and utilising video analytics to efficiently manage passenger processing wait times. Also, a digital display of flight updates in real-time helps passengers to know about the delays and other necessary information. The enhancements in services ensure customer satisfaction and reduced wait time facilitating comfortable and smooth journeys for passengers.

After infrastructural development over the years, the Mumbai Airport now has a space of 5,735 square metres dedicated to security screenings, which is significantly higher than the 4,570 sqm space that was allotted earlier. Moreover, it has recently created a domestic transfer security check area that spans over 328 sqm. CSMIA's Pre-Embarkation Security Check (PESC) facility offers a continuous processing area spanning roughly 2,075 sqm area, which makes it one of the largest in the country.

The Mumbai Airport also introduced the Domestic to Domestic (D2D) transfer facility. This innovation aims to ease transfer for passengers boarding connecting domestic flights. Therefore, this improvement helps customers in curbing the Minimum Connecting Time (MCT) and offers a top-notch travel experience for airline passengers.

In September 2022, Mumbai Airport received Level 3 accreditation from ACI for customer experience.