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Mumbai airport judged best in its category for fourth year running

Its pandemic-related initiatives have been appreciated

Chhatrapati Shivaji Maharaj International Airport (CSMIA) has been awarded the Best Airport by Size and Region in the over 40 million passenger category by the Airport Council International (ACI), for the fourth consecutive year.

Focusing on contactless journey, the airport launched initiatives like introducing a touch-less feature via QR-code based technology to its self-check-in kiosks amongst others. CSMIA also undertook the ‘Restart Feedback Survey’ in a phase-wise manner to gauge passenger sentiments about flying during the pandemic and understand passenger expectations in the new normal.

Before the pandemic, CSMIA adopted several initiatives to enhance the self-reliance of the passengers through the introduction of technologies like Common Use Self-Service (CUSS) kiosks for passengers to check-in and generate baggage tag themselves, Self-Baggage Drop (SBD) counters and e-gates that allow passengers to scan their boarding pass to proceed to the security check amongst others.

ACI awarded CSMIA’s advancement in the areas of technology and customer engagement activities, making it the winner in the 40 million passenger category since 2017. The airport was also recently honoured with ‘The Voice of the Customer’ recognition by Airports Council International (ACI), demonstrating the airport’s efforts in gathering passenger feedback to better understand their needs and preferences during the pandemic.

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