Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has once again been recognised for its excellence, winning the ‘Best Airport Over 40 Million Passengers’ award in the Asia-Pacific region at the Airports Council International (ACI) Airport Service Quality (ASQ) Awards. This marks the airport’s eighth consecutive victory, highlighting its unwavering commitment to service excellence, innovation, and passenger satisfaction.
Traffic & Technological Advancements At Mumbai Airport
In 2024, CSMIA witnessed record-breaking passenger traffic, welcoming approximately 54.8 million travellers—a 6.3% increase from the previous year and a 19.41% rise compared to pre-pandemic levels in 2019. The airport also handled 346,617 Air Traffic Movements (ATMs), demonstrating a steady growth trajectory. December 2024 emerged as the busiest month, with 5.05 million passengers, while 21 December saw an all-time high of 170,000 travellers in a single day.
To accommodate this increasing footfall, CSMIA has embraced digital transformation. The introduction of the ‘Digital Gateway’ initiative saw an expansion of eGates from 24 to 68, significantly reducing wait times at terminal entry points. The initiative has boosted processing capacity at Terminal 2 (T2) to 7,440 passengers per hour and 2,160 at T1, making passenger movement faster and more efficient. Additionally, digital payment solutions at the Multi-Level Car Park (MLCP), including FASTag, UPI, and mobile wallets, have streamlined parking operations, with 66% of transactions now conducted via FASTag.
Enhancing Passenger Experience
Beyond efficiency, CSMIA has prioritised passenger comfort and well-being. A unique initiative introduced at Terminal 2 features nine trained emotional support dogs, available from Friday to Sunday to offer stress relief to travellers. These therapy dogs, including Golden Retrievers, Labradors, and Huskies, are strategically stationed in high-footfall areas like post-immigration zones to ease travel anxieties and create a welcoming atmosphere.
The ACI ASQ Awards, considered one of the most prestigious in the global aviation industry, assess customer experience based on scientifically validated surveys. CSMIA’s continued success at these awards reflects its dedication to providing world-class services and maintaining its position as one of the leading airports in the world.
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As Mumbai Airport continues to expand and innovate, it remains focused on enhancing efficiency, sustainability, and passenger satisfaction, solidifying its reputation as a premier global aviation hub.
Cover Image Credits: Supplied
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