In a recent update, Chhatrapati Shivaji Maharaj International Airport (CSMIA) in Mumbai was recognized as the ‘Best Airport with over 40 Million Passengers’ in the Asia-Pacific region on Monday. The prestigious Airport Service Quality (ASQ) award was presented by Airports Council International (ACI), marking the eighth consecutive year that CSMIA has received this honour.
A spokesperson for CSMIA said, “Winning the ACI ASQ Award for the eighth consecutive year is a true honor and a significant validation of CSMIA’s commitment to excellence. We are deeply grateful to our passengers for their trust and to our dedicated team for consistently delivering exceptional service. This recognition motivates us to continue enhancing the travel experience at CSMIA.”
The ASQ awards are based on direct feedback from passengers, which is collected and verified by ACI. The awards acknowledge airports that prioritise enhancing the customer experience. Over the past year, CSMIA has implemented several initiatives aimed at improving passenger convenience, increasing digital integration, and streamlining operations to maintain its high standards.
In 2024, CSMIA saw significant growth in passenger traffic, handling 54.8 million passengers, which represented a 6.3% increase compared to 2023 and a 19.41% rise over pre-pandemic levels. The airport also managed 346,617 Air Traffic Movements (ATMs), with December being the busiest month. During this period, CSMIA accommodated 5.05 million passengers, including a record 170,000 passengers in a single day on December 21.
As part of its ongoing digital transformation, CSMIA expanded its ‘Digital Gateway’ by increasing the number of terminal entry eGates from 24 to 68, the largest number at any airport in India. This expansion tripled the processing capacity, reducing wait times to less than a minute. The airport also enhanced digital payment options at its Multi-Level Car Park (MLCP), achieving a 66% adoption rate for FASTag transactions.
To further improve passenger comfort, CSMIA introduced emotional support dogs at Terminal 2. Available from Friday to Sunday, these specially trained dogs, including Golden Retrievers, Huskies, and Labradors, help provide stress relief for travellers.
More about CSMIA
Chhatrapati Shivaji Maharaj International Airport (CSMIA) is Mumbai’s primary international gateway, known for its world-class facilities and exceptional customer service. It has consistently been recognized for its excellence, winning the Airport Service Quality (ASQ) award multiple times. CSMIA is committed to innovation and sustainability, continuously enhancing passenger experience through digital advancements and operational improvements.
