Forget flight delays or shortage of taxiways, or even the leakage in the newly-built terminal 1C, passengers have rated Mumbai airport the best in India. Globally too, the Chhatrapati Shivaji International Airport’s (CSIA) rating has gone up to 23 from 87 in 2009.
According to Airports Council International (ACI), a Geneva-based independent body that conducts survey of airports every quarter on passenger feedback, CSIA has been ranked the best airport in the country.
“CSIA has been rated the best airport in India for airports above 15 million passengers per annum (MPPA) in Airport Service Quality (ASQ) by ACI in the second quarter of 2010,” said a statement from Mumbai International Airport Limited (MIAL). All private airports in India — Mumbai, Bangalore, Delhi, and Hyderabad — are members of ACI.
Globally, CSIA ranked fourth in the 15-25 MPPA category, which a huge jump from being 18 in the second quarter of 2009.
The survey was based on the experience of passengers at various airports across the country and their satisfaction with the facilities and services available. Some of the parameters include, airport service efficiency (how efficient the staff is), nature and quality of services available, connectivity (how well connected various systems like check-in, boarding are), value for money (retail outlets), staff helpfulness, etc.
Commenting on the survey GV Krishna Reddy, chairman, MIAL said, “It is very gratifying to note that MIAL’s efforts to improve service quality at CSIA have been recognised by passengers, given the extremely challenging operating environment that we work in.”
The ASQ surveys are carried out by ACI every month and 146 airports across the world have registered for it. MIAL earned the rating of 4.34 out of 5 for the second quarter — a marked improvement from 4.20 in the first quarter of 2010.
Globally too MIAL’s rating has improved to 23 in the second quarter of 2010, from 41 in first quarter of 2010.
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