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Mumbai Airport Ranked World's Third Best in 'Service Quality'

  •   Thu, Feb 16 2012 02:40:29 PM

Mumbai Airport Ranked World's Third Best in 'Service Quality'

Mumbai, Feb 16 (IANS): Chhatrapati Shivaji International Airport (CSIA), Mumbai, has been adjudged among the top three performing airports of last year in the airport service quality survey, by the Airport Council International (ACI), an official said here Thursday.

While the Indira Gandhi International Airport at New Delhi has been ranked the first in India and the second best globally, Mumbai's CSIA ranks the third best airport globally, and has emerged the second best in India in the 25-40 million passengers per annum (MPPA) category of ACI.

The survey was conducted at 180 airports worldwide for the ACI Airport Service Quality Awards(ASQ), 2011, the CSIA official said.

Mumbai International Airport Pvt. Ltd (MIAL) managing director G. V. Sanjay Reddy, commenting on the CSIA securing the top honours, said, it is "a reaffirmation of our vision to transform the CSIA into one of the best airports in the world."

"Last year, we received this award in the 15-25 MPPA category and again this year in the 25-40 MPPA category. This further reinforces MIAL's efforts in improving the service quality at CSIA, which has been widely recognized by passengers, on an ongoing basis over the years," Reddy said.

ACI, an autonomous and independent body, carried out the ASQ passenger survey by measuring 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, and in turn, helps them prioritize improvement projects and validate their investments in new facilities and services.

CSIA catered to 29.10 million passengers between April 2010-March 2011, compared to 25.6 million passengers during the same period the previous year, a healthy growth of around four million passengers in one year.

MIAL is a joint venture between the GVK-led consortium and Airports Authority of India, with a mandate to modernize, upgrade and expand the existing CSIA.
  

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Comment on this article

  • L.Fernandes, goa/mumbai

    Mon, Feb 20 2012

    Only airport taxis should be wide bodied and some should be van type like in NY city.Our airport cleaners/sweepers/toilet attendants should be provided wtih uniforms - trouser-jacket instead of national dress of saris.like the Air Hotesses has one code dress uniform. People awaiting outside the arrival airport should have big TV 52" monitors placed at outlet above the main door and one near the taxi departure ends.

    DisAgree Agree Reply Report Abuse

  • Omkara Nayak, Dubai/Bailur

    Sat, Feb 18 2012

    Looking forward for a day when Mangalore Airport bags this distinction.

    DisAgree [2] Agree [2] Reply Report Abuse

  • Evans Christopher Sumitra, Udupi/New York, USA

    Sat, Feb 18 2012

    Mumbai Airport CHHATRAPATI SHIVAJI INTERNATIONAL AIRPORT (CSIA)ranked World's Third Best in Service Quality. It is a terrific achievement and the hard work of the management and staff. Keep it up and more and more people will travel via Mumbai. I have been a regular traveler to Mumbai and every time I visit, there is more and more improvement, beauty and cleanliness. Even the security and the police service is very efficient.They deserve the rank and hope for the better in the coming years.Jai Mumbai, Maharashtra.

    DisAgree [4] Agree [3] Reply Report Abuse

  • jeevan, kundapur

    Fri, Feb 17 2012

    ha ha ha i guess April fool is celebrated early this year,
    If mumbai takes the third then, mangalore might be the 4th he he he.

    DisAgree [3] Agree [9] Reply Report Abuse

  • Amin Bhoja, Patte / Riyadh

    Fri, Feb 17 2012

    Mumbai Airport gone through a sea change.It is nice to hear about the 'Third Best in service quality 'in the ranking worldwide.As a frequent flyer I noticed the Mumbai Airport recently Manintained a very good Infrastucture in the Arrival and departure lounge in the level of International standard .Only the main drawback is the custom officers, still demanding money personally,a shame to everybody,a shame to the custom dept itself.

    DisAgree [3] Agree [18] Reply Report Abuse

  • Peter, Brahmavar/Sharjah

    Fri, Feb 17 2012

    Best air ports- Fist & second place both we got. Next year we can expect third also. I have doubt whether they had seen worlds great airports or not.

    DisAgree [3] Agree [11] Reply Report Abuse

  • Jeet, Mangalore/Dubai

    Fri, Feb 17 2012

    dear these days the custom officers do not leave the celebrities also so what will be the condition of a common man.

    DisAgree Agree [6] Reply Report Abuse

  • saif, mumbai

    Fri, Feb 17 2012

    quality is ok but there is custom officer is very third class they take money from every passenger still in mumbai so pls stop that system in future ok pls

    DisAgree Agree [9] Reply Report Abuse

  • Charles D'Mello, Pangala

    Thu, Feb 16 2012

    There are few stupid comments like walking long, waiting for long...which are common in any airports which are busy...and Mumbai is one of the most busy airports. To some extent agree with the comments like custom officers acting like beggars as I have experienced 8 Years back. Now i feel that Bangalore airport officials are far far better than Mumbai airport. I have traveled more than ten times to Bangalore and I have not experienced any bad instances.

    DisAgree [2] Agree [17] Reply Report Abuse

  • elizabeth, mangalore

    Thu, Feb 16 2012

    when you arrive at mumbai airport, you walk long before you reach the custom. the carpet is rotten.I think the people who provided and installed the carpet must have been done through influence, hence got lot of money gone into the pockets.domstic santacruz airport is much better then cst airport. the staff at the airport are just like beggers, waiting to loot. so please beware of the custom officials.we must say,it is much better then before, where you have to pay lot of money to the costom officials. today we can find everything in india, so we can walk free without bringing too much luggage.

    DisAgree [6] Agree [10] Reply Report Abuse

  • Vinod Kumar, Mlore/USA

    Thu, Feb 16 2012

    I have been through Mumbai few times and several other airports in US,Europe and South East Asia/Korea etc.... and in my experience its one of the worst Airport. From whichever angle I see, there is no way it can be ranked as one of the best. Only way it can be ahead is by rigging the poll or comparing only the worst airports in the undeveloped world.

    DisAgree [7] Agree [28] Reply Report Abuse

  • Vivian Rodrigues, Mangalore/Dubai

    Thu, Feb 16 2012

    If this is true, then I shudder to think about the service at the rest of the airports in the world. The last time I was there, it was so hot to sit inside waiting for my flight because the AC was not functioning properly. And that was in December. These checks by Airports Council International were definitely not surprise checks by anonymous personnel. Let them do random, anonymous checks. The truth will come out. Service? Don't make me laugh!

    DisAgree [1] Agree [12] Reply Report Abuse

  • Mohammed, Mangalore/Dubai

    Thu, Feb 16 2012

    Some one had been paid to get this award, hehehhe. the toilets in the airport is showcase of mosquito. you will find all sizes there. i remember when i landed in the international terminal the toilet
    was horrible and the workers, they rob people belongings if they forget it in the wash room. this i have seen.

    DisAgree [1] Agree [12] Reply Report Abuse

  • Uday, Mangalore/USA

    Thu, Feb 16 2012

    Is this a Aprill Fools joke? Till today, I have heard only the complaints about the Mumbai Airport. If possible, I always try to avoid this Airport when flying into India.

    DisAgree [3] Agree [13] Reply Report Abuse

  • raikulu, mangalore,mumbai, uae

    Thu, Feb 16 2012

    1st april is still one and half months away...so why this april fool joke in feb....why this kolaveri di?

    DisAgree [2] Agree [12] Reply Report Abuse

  • Alex, Mangalore

    Thu, Feb 16 2012

    No one should be surprised with this anouncement.
    What was meant was" it is 3rd best from the worst ones" or 3rd best from the last.

    DisAgree [3] Agree [18] Reply Report Abuse

  • Jerry Moras, Kuppepadavu, Calgary Canada

    Thu, Feb 16 2012

    Not the world's - it could be India's. Just another joke.
    Ask simple question where this survey carried out by ACI ? Who are the target audience? Every country and airport has best service and that's their job because - it a cost and service (value) issue cost is paid by a passenger and service is provided by the airport or airlines. Ask a simple question how much fee is paid by a passenger to airports charges (user fee, govt tax etc...) what you get in turn ?? Officials yet harassed me (asked for money, part of the luggage, and finally they would make you to wait in order to get something from you ) and hence stopped travelling through mumbai airport. Did you not hear about passport leaves tearing off in Mumbai airport ?? What service can you expect ....

    DisAgree [1] Agree [14] Reply Report Abuse

  • ISMAIL.K.PERINJE, PERINJE-YANBU/KSA

    Thu, Feb 16 2012

    Congrats to MIAL/GVK for outstanding services in CSIA.It is a comparative statement and I felt the changes of service in the CSI Airport and even in the domestic also YESTERDAY.I was pleased to use a massage machine for legs free of cost with advanced equipment.Sanitation,cleaning, security and other services were above the expectation.But one thing which I did not agree was RS 60/= for waiting room fees for passengers and spectators just for 4 hrs only!

    DisAgree [2] Agree [2] Reply Report Abuse

  • prakash, mangalore

    Thu, Feb 16 2012

    Looks like survey has happened within india n it has considered only india!!!

    DisAgree Agree [8] Reply Report Abuse

  • Mohandas Kapikad, Mangaluru

    Thu, Feb 16 2012

    This Airport comes under rule of Centre, & pathetic conditions are explained by our readers... or this is one of clear examples as centre ruling quality..

    DisAgree [1] Agree [5] Reply Report Abuse

  • rizwan, Dubai/Mangalore

    Thu, Feb 16 2012

    JOKE OF THE CENTURY ......

    DisAgree [1] Agree [14] Reply Report Abuse

  • A. QUADROS, KUNDAPUR

    Thu, Feb 16 2012

    One more scam guy's. Need CBI investigation. Are Kaliya! Kitne Admi te, uta theri suitcase aur dal de wo GADI meh!

    DisAgree [2] Agree [8] Reply Report Abuse

  • Stany D'Souza, Mumbai / Miyar

    Thu, Feb 16 2012

    Mumbai Airport second best??? I doubt whether I am reading a fact or a fiction.

    DisAgree Agree [9] Reply Report Abuse

  • Neville Fernandez, Mangalore/Antigua

    Thu, Feb 16 2012

    Bombay International Airport is one of the worst airports I've gone through. From the queues OUTSIDE the airport just to get in, to the congestion, lack of seating, and cleanliness within the airport. If you have to fly to Mangalore the best option currently available is Kingfisher via Bangalore, forget about Bombay.

    DisAgree [15] Agree [48] Reply Report Abuse

  • Jossey Saldanha, Mangalore/Mapusa/ Mumbai

    Thu, Feb 16 2012

    Cheer up guys……. Mangalore Airport can also be ranked provide we start ranking backwards.

    DisAgree Agree [11] Reply Report Abuse

  • vnayak, mangalore/switzerland

    Thu, Feb 16 2012

    Ivan Mangalore,
    The Airports you have mentioned and many others are large airports which are in a different category where Incheon and Changi Airports reign.CSIA is in the medium size category.

    All the photos of CSIA however show only the Domestic Terminal. The International Terminal has remained unchanged and messy except for the Duty Free zone.Once the New International terminal is ready (3 years from now) it will be really good. In any case,I recommend the passengers from Midlle east to fly to Mangalore via Mumbai since you can choose the flights (and not depend upon the unreliable Air India Express Gadi)and be not harasses at customs.

    DisAgree [2] Agree [26] Reply Report Abuse

  • Francis, Moodbidri/Dubai

    Thu, Feb 16 2012

    Survey guys are day dreaming what??

    Saala kuch bhi bol dala re baba....

    DisAgree [6] Agree [49] Reply Report Abuse

  • Sunil Kumar, Nitte/Kakarla

    Thu, Feb 16 2012

    Abbas,

    Security staff in mumbai airport very liberal and helpful. You travel once to European or American sector and see the difference.

    DisAgree [8] Agree [34] Reply Report Abuse

  • Abbas, Alkhobar

    Thu, Feb 16 2012

    Agree. But worst security check officers. Behave Rudy.

    DisAgree [9] Agree [29] Reply Report Abuse

  • Gilbert Furtado, Shirva / Mulund (Bombay)

    Thu, Feb 16 2012

    Bombay's CSIA should easily overtake Delhi's # 1 position .... very soon., if this report in any way indicates it's authenticity. I am pretty confident it will become a dream-come-reality for all of us Indians. No doubt about it.

    DisAgree [10] Agree [7] Reply Report Abuse

  • vivian, mlore, dubai

    Thu, Feb 16 2012

    Last month i came from Mumbai Airport to Dubai. Really a good experience and service comparing to Mangalore Airport.

    DisAgree [14] Agree [14] Reply Report Abuse

  • IVAN, MANGALORE

    Thu, Feb 16 2012

    Surprised if Bom Airport is ranked 3rd best then where does LHR,Changi,DXB Airport stand.maybe the survey was carried out by MIAL staff?

    DisAgree [6] Agree [41] Reply Report Abuse

  • Dexter, Abu Dhabi

    Thu, Feb 16 2012

    Delhi Airport being judged the best in the country in service quality, its absolutely non-sense. The agency will have to open its eyes and see what is happening and not go only by documents.

    DisAgree [3] Agree [21] Reply Report Abuse

  • Joseph, Doha Qatar

    Thu, Feb 16 2012

    Is the interior of Bajpe International airport the same like Bombay ?? By the way, where is Bajpe airport ranked ??

    DisAgree [4] Agree [25] Reply Report Abuse

  • Fr. Mark Mathias, SVD, Jalamel, Shirva

    Thu, Feb 16 2012

    Last June I arrived from Hong Kong by Jet Airways at 11.30 PM. Three international flights landed almost around the same time. The luggage arrived after nearly 70 minutes and I could not get a trolley to cart my luggage to the exit!! This is the halat of Mumbai International Airport!!

    DisAgree [5] Agree [62] Reply Report Abuse

  • Nithin Poojary, Mangalore/UK

    Thu, Feb 16 2012

    Mumbai Airport...Service quality...My foot...The Custom officers are legalized Beggars.

    DisAgree [7] Agree [95] Reply Report Abuse

  • RP, Mlore

    Thu, Feb 16 2012

    Considering the number of flights, passengers etc. I fully agree with the comment. The immigration process is pretty fast and the customs are really cool. We love to fly in or out of CSIA. Moreover it is very spacious to relax.

    DisAgree [15] Agree [15] Reply Report Abuse

  • GERALD, Modankap-Bantwal

    Thu, Feb 16 2012

    THOUGH I AM HAPPY WITH THE ANNONCEMENT BUT I AM NOT AGREE

    DisAgree [7] Agree [43] Reply Report Abuse

  • Deepak Rao, Birmingham/ Mangalore

    Thu, Feb 16 2012

    Surely that is a joke

    DisAgree [10] Agree [36] Reply Report Abuse

  • Rajesh, mangalore

    Thu, Feb 16 2012

    Congratulations to whoever is responsible for this feat!!!!!!!. Great news happening this after a series of bad ones.

    DisAgree [4] Agree [15] Reply Report Abuse

  • Fredrick Correa, Pernal/Mumbai

    Thu, Feb 16 2012

    I have not gone through the entire airport area but the departure and arrival area is very systamatic. While on arrival, we spend a lot of time in other international airports, the clearance at Mumbai airport is very quick. I only wish, we had better rickshaw and taxi facilities outside the airport.

    DisAgree [8] Agree [36] Reply Report Abuse


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