In a proud moment for India, two of the country’s famous airports have been ranked among the best in the world for their quality of services in a global passenger survey.
So the next time you set foot into either Mumbai’s Chhatrapati Shivaji International Airport or Delhi’s Indira Gandhi International Airport (IGIA), remember you are in one of the world’s best airports – ranked number one by the Airports Council International (ACI), a trade association of 1,953 airports in 176 countries.
Both of these airports beat Beijing and Shanghai Pudong airports which tied for number two. The annual airport service quality (ASQ) awards held by the ACI on Tuesday revealed that both Mumbai and Delhi airports emerged top winners handling a whopping 40 million passengers every year each.
What are the parameters the airports were ranked on in the global passenger survey?
The ASQ is currently the only worldwide programme to survey passengers at the airport on their day of travel reports the Times of India.
All airports are ranked based on a survey. This survey has a sample size of millions of passengers, who give their honest feedback on 34 parameters. These include key performance indicators such as:
- Airport access,
- Security screening,
- Restaurants and eating facilities,
- Ground transportation to and fro airport,
- Parking facilities,
- Waiting time in check-in queue,
- The efficiency of check-in,
- Courtesy and helpfulness of airport staff,
- Shopping facilities and value for money at these,
- Internet access,
- Availability of and cleanliness of washrooms,
- Cleanliness of terminal,
- Arrival services like passport and customs inspection,
- Speed of baggage delivery,
The two airports have also bagged the best airport award in the Asia Pacific region and in the combined category of region and size, reports TOI.
In 2016, Seoul Incheon bagged the first spot in two categories – in the airports with over 40 million annual passengers category as well as the best airport in the Asia-Pacific region, beating Mumbai, Delhi and Singapore which tied at the second spot.
But this year, both Mumbai and Delhi have emerged unbridled winners.
Speaking to the publication Dr GVK Reddy, founder and chairman, GVK’s Mumbai International Airport Pvt Ltd (MIAL), which operates and manages the award-winning Mumbai airport 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 5. It is a testimony to the quality service provided during 2017 to over 46 million travellers.”
CEO, Delhi International Airport Ltd. (DIAL), I Prabhakara Rao said, “It is profoundly gratifying to win this year’s ACI-ASQ award for the coveted World No. 1 rank in the highest category of over 40 million passengers per year. The award demonstrates DIAL’s strong focus on operational efficiencies and resilient approach towards service delivery. Thus, despite phenomenal YOY passenger growth, DIAL once again consolidates its position on the world aviation map.”
But let’s not forget, in addition to this these airports, seven other airports in India also made it to top three positions in different categories making it the country winning the highest number of awards.
The ASQ awards ceremony will be held in Halifax, Nova Scotia during the ACI Customer Excellence Global Summit from 10-13 September reported TOI.
Congratulations to these cities and their top-notch airports for making India proud on a global platform! We wish them continued success!