ACI-ASQ Passengers Survey 2016, ranks GMR’s Hyderabad International Airport as World # 1

Hyderabad | 6 March, 2017
  • Real time Airport Service Quality (ASQ) survey with passengers on 34 key service parameters, conducted by Airports Council International (ACI), awards the 1st position to Hyderabad Airport
  • ASQ Score of Hyderabad Airport consistently grew from 4.4 in 2009 to 4.9 in 2016

Airports Council International (ACI), headquartered at Montreal, Canada, in its official communication has announced and congratulated GMR Hyderabad International Airport Ltd. (GHIAL) for Rajiv Gandhi International Airport securing the 1st Position in Airport Service Quality (ASQ) passengers survey in the 5-15 million passengers per annum (MPPA) category for the year 2016. The ASQ survey statistics shows that Hyderabad Airport has steadily improved its score from 4.4 in 2009 to 4.9 in 2016 (measured on scale of 1 to 5).

To add, Hyderabad Airport has also the honour to be the first airport in India to have been awarded by ACI, The Director General’s Roll of Excellence in Airport Service Quality in 2014 for consistently earning the top five ranking in its category in the ASQ for five years in a row.

Speaking on this recognition, Mr. SGK Kishore, CEO, GHIAL, said, “We are delighted and honoured to be ranked No. 1 Airport in ACI ASQ survey. We are thankful to our passengers to be part of this journey and helping us in reaching this milestone, yet again. We are also thankful to our stakeholders including Ministry of Civil Aviation, CISF, Airlines, Immigration, Customs for their cooperation in making Hyderabad Airport the very best airport in the world. The immense efforts put in by our partner airlines, concessionaires, housekeeping and other support staff have played a major role in this achievement. We expect similar kind of cooperation to carry forward the laurel.”

Further commenting on the achievement, Mr. Kishore, said, “While the recognition has definitely made all of us proud, but we have still miles to go. Hyderabad Airport, running in to its 9th year of operations, is designed to cater to 12MPPA. It has witnessed a growth of more than 20% in the last year with a passenger throughput of close to 15MPPA in CY 2016. We soon plan to go for expansion of the airport, where it can enhance its capacity to meet 20 MPPA. As interim measures to manage the current traffic growth, reorientation of various passenger check points within the terminal is being tried and undertaken. In order to improve passenger processing with the help of innovation, Hyderabad Airport has been the first in India to have implemented end-to-end e-boarding solution. While working towards a future-ready airport, we are also sensitive towards environment and hence 15% of airport’s energy requirement is met by the captive 5MW solar power plant. Our environment sustainable measures have earned us carbon neutrality (Level 3+, neutrality) recognition by ACI. ”

Ms. Angela Gittens, Director General, ACI World, said, “We congratulate Hyderabad Airport for dedicating itself to deliver a stellar customer experience. Promoting a culture of continuous service improvement has become a matter of gaining competitive advantage and optimizing non-aeronautical revenue performance. ACI proudly recognizes these accomplishments and we look forward to seeking more effective, efficient and profitable ways of serving the flying public together.”

To cater to the commendably growing passenger traffic, GHIAL has taken various measures at the airport. Some of these measures include reconfiguration of domestic security check area along with infrastructural enhancement; opening of an additional central gate at departure terminal with extra lanes; using domestic baggage belts for international arrivals during the peak hours; utilizing extended plates on both arrivals and departure for smooth passenger movement; express check in for hand baggage passengers along with the pilot self-bag drop center.

As the industry’s most comprehensive passenger service benchmarking tool, the ACI ASQ Survey has reliably captured passengers’ immediate appraisal from check-in through departure at the gate at more than 300 airports worldwide.

The ASQ Award Ceremony will be held at the 27th ACI Africa/World Annual General Assembly, Conference & Exhibition in Port Louis, Mauritius, 16-18 October, 2017.

About GHIAL:

GMR Hyderabad International Airport Limited (GHIAL) is a joint venture company promoted by the GMR Group (63%) in partnership with Government of India (13%), Government of Telangana (13%) and Malaysia Airports Holdings Berhad (11%). The Company was incorporated to design, finance, build, operate and maintain a world class Greenfield airport at Shamshabad, Hyderabad. Hyderabad airport was commissioned in a record time of 31 months in March 2008, with an initial capacity of 12 million passengers per annum (MPPA) and 1,50,000 MT of cargo handling capacity per annum. The Project has the flexibility to increase capacity to accommodate over 40 MPPA and shall be developed in a phased manner.

For further information about GHIAL, visit

About GMR Infrastructure Limited:

GMR Group is a leading global infrastructure conglomerate with interests in Airport, Energy, Transportation and Urban Infrastructure. The group has fifteen power generation projects of which ten are operational and five are under development and construction stages. Besides, it has seven operating road assets and a double rail track line between Mughalsarai-New Bhaupur (Kanpur) of Eastern Dedicated Freight Corridor is under development.

GMR Group developed and operates India's busiest Indira Gandhi International Airport in New Delhi and Rajiv Gandhi International Airport at Hyderabad. It has recently won the concession to develop and operate Goa’s Greenfield Airport at Mopa. GMR Infrastructure in partnership with Megawide Construction Corporation is developing Mactan Cebu International Airport (MCIA) in Philippines. The Group is also developing two Special Investment Regions at Krishnagiri and Kakinada and India's largest Smart Airport City near Hyderabad International Airport.

GMR Group, through its Corporate Social Responsibility arm, GMR Varalakshmi Foundation, carries out community-based development initiatives at 29 locations in India and Nepal in the areas of education; health, hygiene and sanitation; empowerment and livelihoods; and community development.

For further information about GMR Group, visit

For Further details, please contact:

Anindita Sinha
Head - Corporate Communications, GHIAL
E mail:

Prashant Kumar
Corporate Communications, GHIAL
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