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Chhatrapati Shivaji Maharaj International Airport (CSMIA), Mumbai, has been honoured 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, presented by Airports Council International (ACI). This accolade reflects the airport’s unwavering focus on passenger-centric services and operational excellence.
The award is determined entirely by passenger feedback collected throughout the year under ACI’s globally benchmarked and independently audited ASQ programme. The assessment evaluates the complete outbound experience, encompassing terminal access, check-in, security screening, boarding efficiency, ambience, cleanliness, retail and dining offerings, and staff responsiveness. By centring on the passenger perspective, the ASQ programme provides a rigorous benchmark for service quality in airports worldwide.
As the world’s busiest single-runway airport in terms of annual passenger traffic, CSMIA has implemented a suite of technological and operational enhancements to streamline the departure journey. The airport’s expanded DigiYatra biometric e-gates allow registered travellers to move through entry and security clearance seamlessly and contactlessly. Complementing this, a widespread rollout of self-check-in kiosks and self-baggage drop systems has significantly increased processing capacity, reducing wait times even during peak travel periods.
Adding to these digital solutions, CSMIA has introduced hybrid self-baggage-drop units that operate in both assisted and automated modes. This flexible approach ensures smooth handling of passenger surges, particularly during high-traffic windows, without compromising efficiency or service quality. For international passengers, the Fast Track Immigration – Trusted Traveller Programme (FTI-TTP) enables expedited clearance, supporting faster transitions through departure zones and enhancing overall convenience.
Infrastructure improvements also underpin these technological advancements. Clearer wayfinding, sustained housekeeping standards, and strategically located service points contribute to a smoother, more intuitive passenger experience. The airport’s departure terminals feature premium lounges and a carefully curated mix of retail and dining options, catering to diverse traveller needs. The recent introduction of the UDAN Yatri Café provides accessible and affordable refreshments, ensuring passengers have varied options during their journey.
Beyond operational efficiency and service quality, CSMIA integrates cultural and artistic experiences into the departure environment. Terminal 2 is home to the Artbeat of New India museum corridor, a 3.2-kilometre space showcasing over 5,500 artefacts and more than 100 installations. This unique feature transforms the airport into more than a transit hub, offering passengers a rich cultural immersion that enhances the overall travel experience.
The 2025 ASQ award reinforces CSMIA’s position as a premier aviation hub in the Asia-Pacific region. It highlights the airport’s dedication to continuous improvement across service consistency, operational coordination, and passenger-focused infrastructure. By combining technological innovation with thoughtful design, cultural enrichment, and service excellence, CSMIA demonstrates how a high-density airport can deliver a seamless, enjoyable, and efficient departure experience for millions of passengers annually.
As Mumbai continues to grow as a key global gateway, CSMIA’s recognition at the ASQ Awards underscores its commitment to elevating passenger experience to world-class standards, blending efficiency, comfort, and cultural engagement into every journey.
