Hyderabad, March 01, 2021 : GMR Hyderabad International Airport Ltd. (GHIAL) has once again won laurels in the annual Airports Council International (ACI) Airport Service Quality (ASQ) survey. Hyderabad Airport has been adjudged as the ‘Best Airport by Size and Region’ in Asia-Pacific region for 2020, in its category of 15-25 Million Passengers Per Annum (MPPA). ASQ is the world’s leading airport passenger service and benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport. The ASQ programme applies a three-level quality funnel process combining remote and on-site auditing to review more than 150 unique check points to ensure ASQ data collection requirements are achieved by all participating airports. The quality check points ensure the benchmarking and findings from the ASQ departure survey remain of the highest quality.
Speaking on this recognition, Mr. Pradeep Panicker, CEO - GHIAL, said, “We feel honoured that our passengers have chosen us as the Best Airport in the annual ASQ survey 2020 conducted by ACI. This achievement is a testament to the untiring efforts of our stakeholders including DGCA, CISF, BCAS, AAI, Immigration, Customs, Airlines; our employees and all business partners/vendors, who have worked unnerved during the testing times of the Covid pandemic. We owe a lot to the Ministry of Civil Aviation and the Government of Telangana for their continuous support during these difficult times. This award inspires us to strive continuously to provide a delightful passenger experience and pursue excellence.”
Mr. SGK Kishore, ED-South and Chief Innovation Officer – GMR Airports, said, “In terms of passenger experience, Covid-19 has taught us many lessons. We adopted the best in-house technology to make flying more safe and provide a superior customer experience and the ACI ASQ Award is a testimony to our efforts. This award is a collaborative effort of engagement by all stakeholders who exhibited unflinching courage in the face of the pandemic. We take this opportunity to once again affirm to our passengers that GMR Hyderabad International Airport is committed to a safe and seamless passenger experience while they travel through our airport”.
In a personalized communication congratulating GMR Hyderabad International Airport, Mr. Luis Felipe de Oliveira, Director General, ACI World, said, “I am pleased to advise that Rajiv Gandhi International Airport has earned the 2020 Airport Service Quality (ASQ) Award for Best Airport by Size and Region (15 to 25 million passengers per year in Asia-Pacific). During this most difficult and challenging of years, your customers have spoken and recognized the successful efforts of your team in providing a superior customer experience under trying circumstances. My deepest thanks and warmest congratulations to all your team.”
As India’s first modern, Greenfield airport developed under the PPP model, Hyderabad Airport has consistently raised the bar in terms of service and operational excellence. The airport has consistently ranked in Airports Council International (ACI) – Airport Service Quality (ASQ) Passenger Survey as among the Global Top 3 airports for 9 consecutive years (2009 to 2017) including World No. 1 position for 4 times in 2009, 2010, 2016 & 2017 in 5 – 15 MPPA category; it ranked World No. 4 in 2018 in 15 – 25 MPPA category. GHIAL has won the coveted ACI’s ASQ Departures Awards by being adjudged as the ‘Best Airport by Size and Region’ and its first ever ‘Best Airport in Environment & Ambience by Size’, both in Asia-Pacific region for 2019, in its category of 15-25 MPPA.
Recently, GHIAL has been recognized with the ACI World’s “Voice of Customer” recognition. This recognition was the result of its continuous efforts in gathering passenger feedback, understanding customer needs and ensuring customer voice was heard during the COVID-19 pandemic in 2020. During these trying times it is imperative for airports to listen to the voice of the customers to garner passenger confidence and revive the faith in flying and GHIAL has been very agile and customer centric in its operations.
GHIAL has also achieved the ACI’s Airport Health Accreditation (AHA) in the present COVID-19 pandemic times, when passenger safety is the top most priority of airport operators. The accreditation is the outcome of the rigorous assessment of Hyderabad International Airport on the alignment of its health measures with the ACI Aviation Business Restart and Recovery guidelines and ICAO (International Civil Aviation Organization) Council Aviation Recovery Task Force (CART) Recommendations along with industry best practices. Hyderabad is among the first airports in Asia Pacific region to have received this coveted accreditation.