The Chhatrapati Shivaji International Airport in Mumbai has been recognised as the third best airport globally and the second best airport in India for airports in the 25-40 million passengers per annum (mppa) category by the Airport Council International. Mumbai International Airport Ltd. (MIAL), which runs the airport, was handed the awarded at the annual Airport Council International (ACI) Airport Service Quality (ASQ) awards for 2011,
held recently in Singapore. The survey was conducted at 180 airports across the globe. Vikram Sethi, Vice President, Terminal Operations, MIAL, collected the award at the ceremony. The ASQ passenger survey is undertaken by ACI, an autonomous and independent body that measures customer feedback on a range of service delivery parameters that track the customer experience at an airport from the moment of arrival to the departure gate. Analysis of this “real-time” data, recorded on the day of travel, serves as a guide for better aligning service provision with customer expectations. By benchmarking an airport with other similar airports, ASQ enables airports to see where they stand in competition with their peers. This in turn helps airports to prioritise improvement projects and validate their investments in new facilities and services.
Click here to see the original article>held recently in Singapore. The survey was conducted at 180 airports across the globe. Vikram Sethi, Vice President, Terminal Operations, MIAL, collected the award at the ceremony. The ASQ passenger survey is undertaken by ACI, an autonomous and independent body that measures customer feedback on a range of service delivery parameters that track the customer experience at an airport from the moment of arrival to the departure gate. Analysis of this “real-time” data, recorded on the day of travel, serves as a guide for better aligning service provision with customer expectations. By benchmarking an airport with other similar airports, ASQ enables airports to see where they stand in competition with their peers. This in turn helps airports to prioritise improvement projects and validate their investments in new facilities and services.