As a commitment under the Operations Management Development Agreement (OMDA) entered between Mumbai International Airport Ltd (MIAL) and the Government of India (GOI), CSMIA is required to attain a set of quality service standards.
At CSMIA 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 surveyed about their on-the-day travel experience in the departure areas. Airport Council International’s (ACI’s) Airport Service Quality (ASQ) is the world-renowned and globally established global benchmarking programme for measuring passengers’ satisfaction at Airport. The ASQ survey is conducted by an independent research firm as per the guidelines of the ACI. In the ASQ survey form, passenger can rate various parameters like airport services, retail, F&B, navigation and service delivery, etc. Over the last years, CSMIA has made consistent improvement based on the feedback/suggestions gathered from the ASQ surveys. CSMIA was rated the ‘World’s Best Airport” in its category in year 2017.
The performance over the last few years is as follows: