IANS/Mumbai


Mumbai’s CSIA ranks the third best airport globally, and has emerged the second best in India in the 25-40mn passengers per annum (MPPA) category
The Chhatrapati Shivaji International Airport (CSIA) in Mumbai is among the top three in the airport service quality survey conducted by the Airport Council International (ACI), an official said yesterday.
While the Indira Gandhi International Airport in New Delhi has been ranked the first in India and the second best globally, Mumbai’s CSIA ranks the third best airport globally, and has emerged the second best in India in the 25-40mn passengers per annum (MPPA) category of ACI.
The survey was conducted at 180 airports worldwide for the ACI Airport Service Quality Awards (ASQ) 2011, the CSIA official said.
Mumbai International Airport Pvt Ltd (MIAL) managing director G V Sanjay Reddy, commenting on the CSIA securing the top honours, said it was “a reaffirmation of our vision to transform the CSIA into one of the best airports in the world.”
“Last year, we received this award 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 recognised by passengers, on an ongoing basis over the years,” Reddy said.
ACI, an autonomous and independent body, carried out the ASQ passenger survey by measuring 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, and in turn, helps them prioritise improvement projects and validate their investments in new facilities and services.
CSIA catered to 29.10mn passengers between April 2010-March 2011, compared to 25.6mn passengers during the same period the previous year, a healthy growth of around 4mn passengers in one year.
MIAL is a joint venture between the GVK-led consortium and the Airports Authority of India, with a mandate to modernise, upgrade and expand the existing CSIA.