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Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has once again been recognised as the best airport in the Asia-Pacific region, securing the prestigious ‘Best Airport Over 40 Million Passengers’ award for the eighth consecutive year. The recognition comes from the Airports Council International’s (ACI) Airport Service Quality (ASQ) Awards, a globally respected benchmark for passenger satisfaction and airport service excellence.
The accolade highlights Mumbai Airport’s continuous efforts to enhance passenger experience and operational efficiency. Over the past year, CSMIA has implemented several technological and infrastructure upgrades, ensuring smoother travel for millions of domestic and international passengers.
In 2024, the airport recorded a staggering 54.8 million passengers, reflecting a 6.3% growth from the previous year and a significant 19.41% increase compared to pre-pandemic figures. The rise in footfall was accompanied by 346,617 air traffic movements (ATMs), with December 2024 marking the busiest month. On December 21, the airport witnessed an all-time high of 170,000 passengers in a single day, reinforcing its status as one of India’s busiest aviation hubs.
To improve efficiency and reduce wait times, CSMIA expanded its terminal entry e-Gates from 24 to 68, allowing for faster passenger processing. With this upgrade, Terminal 2 now accommodates 7,440 passengers per hour, while Terminal 1 processes up to 2,160 travellers in the same timeframe. This enhancement has significantly reduced queue times, enabling passengers to clear security within a minute.
Keeping pace with India’s digital transformation goals, Mumbai Airport has also streamlined parking payments at its Multi-Level Car Park (MLCP). The adoption of FASTag and other digital payment methods has surged, with a 66% usage rate recorded among travellers opting for cashless transactions. This move aligns with the airport’s broader vision of creating a seamless, tech-driven travel experience.
Beyond infrastructure improvements, CSMIA has introduced unique initiatives to enhance passenger comfort. One such initiative is the Emotional Support Dog Program at Terminal 2, designed to help anxious travellers relax. A team of therapy dogs, including Golden Retrievers, Huskies, and Labradors, interact with passengers every weekend between 3:00 PM and 11:00 PM, creating a stress-free atmosphere before flights. The initiative has been widely appreciated, particularly by families and frequent travellers.
The ACI ASQ Awards are determined through direct passenger feedback, making them a genuine reflection of customer satisfaction. Mumbai Airport’s consistent success in securing this award underlines its commitment to delivering world-class service. A spokesperson for CSMIA expressed gratitude for the recognition, attributing the achievement to the dedication of airport staff and the continued trust of passengers.
With this latest accolade, Mumbai’s international airport continues to set new benchmarks in global aviation, reaffirming its position as a leader in passenger experience and operational excellence.
