Mumbai Airport Wins Asia-Pacific Best Departure Award

Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has been recognised as Asia-Pacific’s Best Airport for Departures in the over 40-million passengers category at the 2025 Airport Service Quality (ASQ) Customer Experience Awards. The accolade, presented by Airports Council International (ACI), reinforces the airport’s standing as a leading aviation hub in the region.

The recognition is based entirely on passenger feedback collected under ACI’s globally benchmarked and independently audited ASQ programme. It evaluates the complete outbound experience, including terminal access, check-in, security processes, boarding efficiency, ambience, retail offerings, cleanliness and staff responsiveness.

Passenger-Centric Departure Experience

The award highlights CSMIA’s sustained focus on service consistency and operational coordination. Airport authorities have described departures as the critical first touchpoint of a journey, particularly at a high-density facility handling heavy traffic.

Clearer wayfinding systems, queue management improvements and enhanced housekeeping standards have contributed to smoother passenger movement. Premium lounges and a curated retail and dining portfolio cater to diverse traveller segments. The introduction of the UDAN Yatri Café has expanded access to affordable refreshments within the terminal.

Digital Transformation and Operational Efficiency

As the world’s busiest single-runway airport by annual passenger traffic, CSMIA has invested significantly in digital solutions. Expanded DigiYatra biometric e-gates enable contactless entry and faster security clearance for registered travellers.

A wider rollout of self-check-in kiosks and self-baggage drop counters has strengthened throughput capacity. Recently introduced hybrid self-baggage-drop units can switch between assisted and automated modes, offering flexibility during peak travel hours. For international passengers, the Fast Track Immigration – Trusted Traveller Programme (FTI-TTP) facilitates expedited clearance.

Art and Infrastructure Integration

Beyond operational upgrades, the airport integrates cultural elements into its design. Terminal 2 houses the 3.2-kilometre ‘Artbeat of New India’ museum corridor, displaying over 5,500 artefacts and more than 100 installations. This cultural integration enhances the overall departure experience.

CSMIA is operated by Mumbai International Airport Limited (MIAL), a joint venture between Adani Airport Holdings Limited and the Airports Authority of India, with the Adani Group holding a majority stake.

Important Facts for Exams

• The Airport Service Quality (ASQ) Awards are conducted by Airports Council International (ACI).
• DigiYatra is India’s biometric-based contactless airport entry initiative.
• The UDAN scheme aims to enhance regional air connectivity across India.
• Mumbai Airport is the world’s busiest single-runway airport by annual passenger traffic.

Strategic Role in India’s Aviation Growth

The award comes at a time when India’s aviation sector is witnessing sustained growth in passenger volumes. CSMIA’s investments in digital processing, infrastructure refinement and passenger amenities position it as a benchmark for high-capacity urban airports. The focus on technology-driven facilitation, combined with cultural and service enhancements, reflects broader efforts to align Indian aviation infrastructure with global best practices.