Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has once again been recognized for its excellence, winning the prestigious ‘Best Airport over 40 million passengers’ award in the Asia-Pacific region. The accolade was presented by Airports Council International (ACI) as part of the annual Airport Service Quality (ASQ) Awards, marking the eighth consecutive year that CSMIA has secured this honor.
The ASQ Awards are based on direct passenger feedback collected and verified by ACI, emphasizing customer experience and satisfaction. Over the past year, CSMIA has introduced multiple initiatives to enhance passenger convenience, improve digital integration, and streamline operations, reinforcing its commitment to innovation and service quality.
Record-Breaking Growth and Passenger Traffic
In 2024, CSMIA witnessed a remarkable surge in passenger traffic, handling 54.8 million travelers—an increase of 6.3% from 2023 and 19.41% higher than pre-pandemic levels. The airport also managed 346,617 Air Traffic Movements (ATMs), with December 2024 emerging as the busiest month. On December 21 alone, a record-breaking 170,000 passengers passed through its terminals, underscoring Mumbai’s growing significance as a global aviation hub.
Digital Transformation and Passenger Experience
As part of its continuous modernization, CSMIA expanded its ‘Digital Gateway’ by increasing the number of terminal entry eGates from 24 to 68—the highest at any airport in India. This upgrade has significantly improved efficiency, tripling processing capacity and reducing wait times to under a minute.
The airport has also enhanced digital payment options at its Multi-Level Car Park (MLCP), achieving an impressive 66% adoption rate for FASTag transactions. These measures are part of a broader push to integrate technology-driven solutions that improve convenience for travelers.
Innovative Initiatives: Emotional Support Dogs at Terminal 2
Recognizing the stress often associated with air travel, CSMIA has introduced a unique initiative to enhance passenger comfort—emotional support dogs at Terminal 2. Available from Friday to Sunday, these specially trained Golden Retrievers, Huskies, and Labradors help alleviate stress and anxiety among travelers, making their airport experience more pleasant.
A Commitment to Excellence
The spokesperson for CSMIA expressed gratitude for the recognition, stating, “Winning the ACI ASQ Award for the eighth consecutive year is a true honor and a resounding validation of CSMIA’s commitment to excellence. We are deeply grateful to our passengers for their trust and our dedicated team for consistently delivering exceptional service. This recognition motivates us to continue elevating the travel experience at CSMIA.”
With its consistent focus on innovation, passenger satisfaction, and infrastructure development, Mumbai’s CSMIA continues to set benchmarks in the aviation industry, reaffirming its status as one of Asia-Pacific’s premier airports.