CSIA won the 2nd best Airport Service Quality Award worldwide, in the 15-25 MPPA category for 2010 by ACI.
Reflecting on this achievement, Mr. GV Sanjay Reddy, Managing Director, Mumbai International Airport Pvt. Ltd. (MIAL) said, “At MIAL, we have always worked towards the goal of quality service and have strived to cultivate a customer-oriented service culture at CSIA. We are both happy and proud that CSIA continues to win accolades and gain international recognition year on year for its service standards and facilities. We truly appreciate the strong support that passengers continue to give us. It will be our endeavour to maintain and ensure delivery of the highest standards of service at all times at CSIA”.
To achieve its vision of making Mumbai’s Chhatrapati Shivaji International Airport (CSIA) one of the world’s best airports that consistently delights customers and be the pride of Mumbai, Mumbai International Airport Pvt Limited (MIAL), the airport operator has been benchmarking its facilities and services against international best since it took over the management of the airport in May 2006.
MIAL is currently implementing a comprehensive master plan aimed at a complete transformation of CSIA, a key feature of which is a brand new integrated terminal (T2) which will provide passengers an unparalleled airport experience. With its focus on consistently enhancing passenger comfort and convenience, MIAL has completely refurbished the existing terminals at CSIA with state-of-the-art facilities. A brand new domestic terminal was also constructed to enhance the level of service, creating a completely new and refreshing experience for passengers. In addition, CSIA now has a wide variety of retail options ranging from global luxury brands, electronic stores, to book shops & gift stores and passengers also have the convenience of a variety of food and beverage selections in all terminals.
Apart from world class facilities, MIAL has embarked on a journey of improvement in Service Quality with the creation of a Quality Service Management (QSM) framework including a QSM Steering Committee comprising all airport partners. The drive for service quality was explained to all stakeholders and the vision for service excellence was cascaded to all levels of airport staff. Briefing and training on quality service were conducted to all frontline staff. These efforts were further reinforced with communication campaigns to create awareness on service quality.