Chhatrapati Shivaji International Airport (CSIA)

	As a commitment under the Operations Management Development Agreement (OMDA) entered between Mumbai International Airport Pvt. Ltd (MIAL) and the Government of India (GOI), Mumbai airport (CSIA) is required to attain a set of quality service standards. With the completion of the interim upgradation program for the airport, CSIA is now equipped with good infrastructure and facilities to render better and quality services to the passengers. Hence, at CSIA we are geared to work towards attaining our Vision "To be one of the world's best airports that consistently delights customers and be the pride of Mumbai".
In order to understand our customer's perception and to offer better and quality services to them , departing passengers are interviewed about their on-the-day travel experience in the departure areas. The ASQ survey and interview is conducted by an independent research firm under the supervision of Airport Council International (ACI). The ASQ survey covers various parameters like airport/airline services, retail, F&B, navigation and service delivery, etc. ASQ survey is independently managed and provides reliable, unbiased information on actual levels of service quality and ground performance. Over the last 5 quarters, CSIA has made gradual improvements based on the feedback/suggestions gathered from the ASQ surveys. The performance over the last few quarters is as follows:



A-STAR � an MIAL initiative to improve service quality

From the time a passenger enters Mumbai Airport, he/she interacts with employees from numerous agencies other than the airport operator e.g. CISF, airlines , Customs, Immigration , retail and F&B outlets , trolley and housekeeping contractors , ground handling agents etc. The experience a passenger gathers from all these interactions influences his/her impression of CSIA and Mumbai which is the gateway to India. Hence a concerted effort in providing quality services from all the airport agencies is vital for providing the passenger a better airport experience.

With our vision to consistently delight our customers, Quality Service Management (QSM) Steering Committee chaired by President, MIAL has been set-up with participation and support of all stakeholders at the airport. A QSM Task Force has also been specifically formed under the direction of the QSM Steering Committee to spearhead the various efforts to augment service quality through a Quality Service Development Framework called A-STAR: Awareness creation Staff training Target setting (expectation/performance) Audit of performance Recognition and rewards for performance