The GVK group operated and managed Chhatrapati Shivaji International Airport (CSIA) in Mumbai has emerged as one of the top 3 performing airports in the annual Airport Council International (ACI) Airport Service Quality Awards for 2011. It has been rated the third best airport globally and the second best airport in India for airports in the 25-40 million passengers per annum (mppa) category, by ACI for 2011. The survey was conducted at 180 airports across the globe.
Commenting on CSIA securing the top honors, G V Sanjay Reddy, Managing Director, Mumbai International Airport Pvt. Ltd. said: “This award is a reaffirmation of our vision to transform CSIA into one of the world’s best airports that consistently delights customers and be the pride of Mumbai. It is very gratifying to note that we received this award last year in the 15-25 mppa category and again this year in the 25-40 mppa category. This further reinforces MIAL’s efforts in improving the service quality at CSIA, which has been widely recognized by passengers over the years”
The ASQ passenger survey undertaken by ACI, an autonomous and independent body measures customer feedback on a range of service delivery parameters that track the customer experience at an airport from the moment of arrival to the departure gate. Analysis of this “real-time” data, recorded on the day of travel, serves as a guide for better aligning service provision with customer expectations. By benchmarking an airport with other similar airports, ASQ enables airports to see where they stand in competition with their peers. This in turn helps airports to prioritize improvement projects and validate their investments in new facilities and services.