By Staff Correspondent
Delhi International Airport Limited (DIAL), a GMR Infrastructure-led consortium, today announced that Delhi’s Indira Gandhi International Airport (IGIA) has been conferred the recognition of ‘Best Airport by Size and Region’ in Asia- Pacific for the fourth consecutive year. IGIA has received this Airport Service Quality (ASQ) recognition for 2021 from Airports Council International (ACI) in the category of over 40 Million Passengers Per Annum (MPPA).
Continuing with its testimony of providing superior customer experience, DIAL prioritised and adapted to the evolving needs of passengers even during the tough times of Covid-19. The airport was at the forefront of harnessing innovation and technology to ensure its travellers’ safety and well-being.
The Airport Service Quality programme is the world’s leading airports customer experience measurement and benchmarking programme. The ASQ Departure survey programme measures passengers’ satisfaction across 34 key performance indicators. From the data collected in 2021 through 370,000+ surveys, 111 awards have been won by 88 individual airports across the world.
The survey also includes health and hygiene as a crucial parameter, and the corresponding award category recognises airports that have successfully implemented COVID-19 related health measures in the eyes of travellers. The new hygiene category also complements ACI’s Airport Health Accreditation programme, which helps airports align their health measures with global standards and currently includes more than 300 airports.
The Awards will be presented in the fourth ASQ Forum & ACI World Customer Experience Global Summit that will take place between 13th and 15th September 2022 in Krakow, Poland.
Commenting on the achievement, Mr Videh Kumar Jaipuriar, CEO-DIAL, mentioned, “We are overwhelmed that our efforts at Delhi Airport are continually being recognised in ACI-ASQ award year-after-year. It is with the joint effort of the employees at DIAL and the stakeholders’ community at IGIA that we are able to consistently improve the service and operational excellence. Despite the trying times of COVID-19, our teams leveraged the best of technologies and other precautionary measures to ensure a safe and seamless experience for passengers while they travel through Delhi Airport.”
In a personalised communication congratulating Delhi Airport, Mr. Luis Felipe de Oliveira, Director General, ACI World, said, “I am pleased to advise that Indira Gandhi International Airport has earned the 2021 Airport Service Quality (ASQ) Award for Best Airport by Size and Region (over 40 million passengers per year in Asia-Pacific). During this most difficult and challenging year, your customers have spoken and recognised the successful efforts of your team in providing a superior customer experience under trying circumstances. My warmest congratulations to all your team.”
Delhi Airport was adjudged as the best airport in the highest category of more than 40 MPPA for three consecutive years in 2017, 2018, and 2019 in the Asia-Pacific region. Earlier, the airport had retained the position of World No. 2 for three consecutive years till 2013 under the 25-40 MPPA category. Recently, Delhi Airport has also been recognised with the ACI World’s prestigious “Voice of Customer” recognition for the second time in a row. Further, Delhi Airport has been accredited in the Airports Council International (ACI) Airport Health Accreditation (AHA) programme in 2020 & 2021 for its exemplary health & hygiene measures.
It also became the first airport in Asia Pacific Region to achieve Level 4+ Accreditation under ACI’s Airport Carbon Accreditation in the trying times of COVID-19.
