Indian Airports in ACI- Voice of Customer Recognition 2021

February 12, 2022

Seven AAI airports have been selected for “Voice of Customer Recognition” under the “World Voice of Customer Initiative” of Airports Council International (ACI).

Key Facts

AAI airports namely, Chennai, Goa, Kolkata, Patna, Pune, Chandigarh, and Bhubaneswar participated in ACI-ASQ (Airport Service Quality) survey in 2021.
The “voice of customer initiative” was initiated by ‘Airports Council International’ for recognizing airports that are committed to ensure their voice was heard and continued to prioritize their customers, even during the Covid-19 pandemic.

About ASQ survey

ASQ is the internationally established and world-renowned global benchmarking programme that measures passenger’s satisfaction, while they travel through an airport. It is conducted by Airports Council International (ACI).

About ASQ Awards

These awards recognize those airports across the world, that deliver best customer experience in the opinion of their passengers. ASQ programme provides research tool and management information for understanding passengers’ views in better manner as well as helps in understanding what they want from an airport from services and products standpoint.

Airports Council International (ACI)

ACI represents world’s airport authorities in creating unified industry practices, that advance airport standards at international level. It was established in 1991 and is based in Montreal, Canada. Members of ACI operate around 2000 airports. Major programmes include Airport Service Quality Awards (ASQ) and safety enhancement (APEX), based on passenger satisfaction ratings. Other initiatives include economics, carbon accreditation, operational security, and people trafficking.

Airports Authority of India (AAI)

AAI is a statutory body, working under the ownership of Directorate General of Civil Aviation, Ministry of Civil Aviation. AAI creates, upgrades, maintains and manages civil aviation infrastructure in India. It provides Communication Navigation Surveillance/ Air Traffic Management (CNS/ATM) services to Indian airspace and oceanic areas. It currently manages 137 Airports, including 81 Domestic Airports, 34 International, 10 Customs, and 23 Civil enclaves at Defence Airfields.

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