Mumbai Airport Wins Asia-Pacific Best Departures Award

CSMIA Recognised at ACI ASQ Customer Experience Awards

Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has been named Asia-Pacific’s Best Airport for Departures in the over 40-million passengers category at the 2025 Airport Service Quality (ASQ) Customer Experience Awards. Presented by Airports Council International (ACI), the recognition reflects passenger-evaluated excellence in outbound airport services.

Passenger-Driven Performance Benchmark

The ASQ Awards are based exclusively on traveller feedback gathered through ACI’s globally standardised and independently audited programme. The evaluation framework measures the end-to-end departure experience, including terminal accessibility, check-in efficiency, security screening, boarding processes, ambience, retail services, cleanliness and staff interaction.

CSMIA’s performance highlights sustained improvements in operational coordination and passenger facilitation at one of India’s busiest aviation gateways.

Operational Enhancements and Service Delivery

Airport authorities have prioritised smoother passenger flows through upgraded wayfinding systems, refined queue management strategies and enhanced housekeeping protocols. Expanded lounge facilities and diversified retail and dining options cater to varying traveller profiles. The introduction of the UDAN Yatri Café has widened access to affordable refreshments within the terminal environment.

Digital Transformation and Throughput Efficiency

As the world’s busiest single-runway airport by annual passenger traffic, CSMIA has accelerated technology adoption. Expanded DigiYatra biometric e-gates enable contactless processing, reducing congestion at entry and security checkpoints. Increased deployment of self-check-in kiosks and self-baggage-drop counters has strengthened handling capacity.

Hybrid self-baggage-drop systems, capable of operating in assisted or automated modes, provide operational flexibility during peak traffic periods. International travellers benefit from expedited clearance through the Fast Track Immigration – Trusted Traveller Programme (FTI-TTP).

Cultural Infrastructure Integration

Terminal 2 integrates art and architecture through the 3.2-kilometre ‘Artbeat of New India’ museum corridor, enhancing the experiential dimension of departures.

Important Facts for Exams

• ASQ Awards are administered by Airports Council International (ACI).

• DigiYatra enables biometric-based contactless airport processing.

• UDAN scheme promotes regional air connectivity.

• Mumbai Airport is the busiest single-runway airport globally.