Mumbai:
While the Indira Gandhi International Airport at New Delhi has been ranked the first in India and the second best globally for 'service quality;, Mumbai's Chhatrapati Shivaji International Airport (CSIA) ranks the third best airport globally, and has emerged as the second best in India in the 25-40 million passengers per annum (MPPA) category of the Airports Council International (ACI).
The survey was conducted at 180 airports worldwide for the ACI Airport Service Quality Awards (ASQ), 2011, the CSIA official said.
Mumbai International Airport Pvt. Ltd (MIAL) Managing Director G V Sanjay Reddy, commenting on the Mumbai Airport securing the top honors, said, it is "a reaffirmation of our vision to transform the CSIA into one of the best airports in the world."
"Last year, we received this award in the 15-25 MPPA categories and again this year in the 25-40 MPPA categories. This further reinforces MIAL's efforts in improving the service quality at CSIA, which has been widely recognized by passengers, on an ongoing basis over the years," he said.
ACI, an autonomous and independent body, carried out the passenger survey by measuring customer feedback on a range of service delivery parameters that track the customer experiences at an airport from the moment of arrival to the departure gate.
Analysis of this "real-time" data, recorded on the day of travel, serves as a guide for better aligning service provision with customer expectations.
By benchmarking an airport with other similar airports, the poll enables airports to see where they stand in competition with their peers, and in turn, helps them prioritize improvement projects and validate their investments in new facilities and services.
Mumbai International Airport catered to 2.91 crore passengers between April 2010-March 2011, compared to 2.56 crore during the same period in the previous year, a growth of around 40 lakh passengers in one year.