Delhi, Mumbai Airports Among World’s Best: Survey

Delhi's Indira Gandhi International Airport was also named the seventh busiest airport in Asia by Airport Council International.


Delhi’s Indira Gandhi International Airport, Mumbai’s Chhatrapati Shivaji International Airport and Hyderabad’s Rajiv Gandhi International Airport have been named among the world’s best airports in their respective categories in Airport Service Quality (ASQ) ratings for the year 2017 taken by Airport Council International (ACI).

While Delhi was named as the best airport in 2017 for passenger service, Mumbai was placed on top for customer experience under the category of airports handling over 40 million passengers per annum. The Hyderabad airport came No.1 in the category of airports catering to 5-15 million passengers per annum for the year 2017. In the very same category, Kochi, Kolkata and Pune airports tied for the third place.

Lucknow came in first in the 2-5 million passengers category, while Bengaluru and Chennai airports came second and third, respectively, in the 15-25 million passenger per year category in the survey results that were released on March 3 by ACI, an association of world’s airports comprising 1,953 member airports in 176 countries. ASQ helps in understanding how to increase passenger satisfaction and improve business performance.

The survey takes passenger feedback on key 34 performance indicators, such as access, check-in, security, airport facilities, food and beverage and retail to rank the airports worldwide.

The Delhi and Hyderabad airports are run by an association led by the GMR group while the Mumbai airport is managed by the GVK group and other associated groups.

“We are set to undertake the expansion works at Delhi Airport in line with IGIA Master Plan-2016. It will not just provide necessary infrastructure boost to facilitate high air traffic and passenger growth, but a delightful passenger experience with the right fusion of technology and human touch,” Srinivas Bommidala, chairman, airports, at GMR group said in a statement.

GVK group chairman GVK Reddy, said: “In 2007, when we had taken over the complete operations of the airport, the ASQ score was 3.53, and in 10 years we have got it to hover around 4.99 out of a maximum five. It is a testimony to the quality service provided in 2017.”

The Indira Gandhi International airport was also named the seventh busiest airport in Asia and among the 20 busiest airports in the world. The airport handled 63.5 million passengers higher than Changi, Incheon and Bangkok airports in terms of passenger growth last year. The ASQ awards ceremony is going to be hosted in Halifax, Nova Scotia, during the ACI Customer Excellence Global Summit from Sept. 10-13, 2018.

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