As a commitment under the Operations Management Development Agreement (OMDA) entered between Mumbai International
Airport Pvt. Ltd (MIAL) and the Government of India (GOI), 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 quality services to the passengers. Hence, at CSIA we are committed
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 services to them, 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 the Airport Council International (ACI). The ASQ survey covers
various parameters like airport/airline services, retail, F&B, navigation and service delivery, etc. The ASQ survey
is independently managed and provides reliable, unbiased information on actual levels of service quality and
ground performance. Over the last year, CSIA has made consistent improvement 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 CSIA, he/she interacts with employees of 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 passenger’s experience interacting with them influences his/her
experience of CSIA. Hence a combined effort in providing quality services from all the airport agencies is vital
for facilitating a better airport experience.
With our vision to consistently delight our customers, a Quality Service Management (QSM) Steering Committee
chaired by President of MIAL has been set-up with participation and support of all stakeholders of the airport.
A QSM Task Force has also been specifically formed under the direction of the QSM Steering Committee to spearhead
the various efforts augment in service quality through a Quality Service Development Framework called A-STAR: