Mumbai International Airport Accredited Level 2 of ACI


Chhatrapati Shivaji Maharaj International Airport (CSMIA) is the only Indian airport to be awarded a Level 2 accreditation for Airport Customer Experience by Airport Council International. The accreditation is a testimony of CSMIA’s vision to be one of the world’s best airports that consistently delights passengers and be the pride of Mumbai.

GVK Mumbai International Airport Limited (MIAL), managing CSMIA, provides the highest standard of customer service that includes ensuring excellent standards of safety, providing efficient and high-quality facilities, and exceeding a passenger’s expectation over the years.

Even during these unprecedented times due to the pandemic, CSMIA continues to offer passengers the highest level of service and ensures that their travel is safe, comfort and convenient.

CSMIA evaluates its service for customer year after year and continuously thrives on understanding passenger expectations at the airport.


CSMIA was accredited with the Level 1 certification in 2019 in its aim to fulfil the airport’s mission and vision of providing an exceptional and memorable transit to passengers.

The Level 2 accreditation lauds CSMIA’s holistic endeavour towards customer experience and displays the airport’s customer understanding, strategy, measurement, operational improvement, governance, and airport culture confirming the enhancement and proficiency in service for its passengers.

CSMIA’s advancement in the areas of technology, customer engagement activities as well as opening new retail and F&B outlets cater to the demand of the passengers and reflects the airport upliftment of offering a great journey to passengers who travel through CSMIA.

As a technologically advanced airport and to enhance the passenger experience, CSMIA introduced an automated check-in process, generating boarding pass and baggage tag through ‘Common Use Self Service (CUSS)’ kiosks. Additionally, it implemented paperless boarding for all domestic airlines operating via T2 amongst many other pioneering initiatives, making it a smart-digital airport for the convenience of air travellers.


CSMIA understands its passengers’ needs and strives to continuously provide an assortment of world-class services to the passengers making efforts in rendering travel to and from the airport as the most desirable and elevating experience.

CSMIA has recently been recognized under the Best Airport Staff in India & Central Asia 2020 by Skytrax as well honoured Best Airport by Size and Region in over 40 million passengers in the Asia Pacific category, by the Airport Council International (ACI) World.

Thus, CSMIA is continuously working towards the wellbeing and safety of its passengers and ensuring it assists them with high-quality standards as service is part of the DNA of the airport.

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Manish Khandelwal
Manish Khandelwal

Manish Khandelwal, a travel-tech enthusiast with over a decade of experience in the travel industry. Founder and Editor-in-Chief of, he's passionate about writing.

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