In the year 2024, the airport welcomed 54.8 million passengers and recorded 346,617 air traffic movements. The airport also increased e-Gates from 24 to 68.
Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) has won the award for the ‘Best Airport over 40 million passengers’ in the Asia-Pacific region at the Airports Council International’s (ACI) Airport Service Quality (ASQ) Awards. This eighth consecutive win highlights CSMIA’s commitment to delivering world-class passenger experiences while setting new benchmarks in service excellence and operational efficiency.
CSMIA’s achievement at the ASQ Awards reflects its commitment to service excellence, innovation, and a customer-first approach. Based on direct passenger feedback gathered by a third party and verified by ACI, these accolades highlight the airport’s efforts to enhance the travel experience. Over the past year, CSMIA has introduced initiatives to streamline operations and upgrade facilities.
CSMIA closed Calendar Year (CY) 2024 by welcoming approximately 54.8 million passengers—a 6.3 percent rise from CY 2023 and a 19.41 percent increase over pre-pandemic CY 2019. The airport also recorded 346,617 Air Traffic Movements (ATMs), reflecting a 3.2 percent year-on-year growth. December 2024 emerged as the busiest month, with 5.05 million passengers, while 21 December saw a record-breaking 170,000 travellers in a single day.
Speaking on this momentous achievement, a CSMIA spokesperson said, “Winning the ACI ASQ Award for the eighth consecutive year is a true honour and resounding validation of CSMIA’s commitment to excellence. We are deeply grateful to our passengers for their trust and our dedicated team for consistently delivering exceptional service. This recognition motivates us to continue elevating the travel experience at CSMIA.”
Luis Felipe de Oliveira, Director General, ACI World, commended CSMIA, stating, “The ASQ Awards celebrate airports that redefine passenger experience through innovation and operational excellence. Congratulations to Mumbai International Airport for consistently setting new standards in customer satisfaction.”
During the year, Mumbai Airport revolutionised passenger experience with ‘Digital Gateway’ offerings. In order to enhance the passenger travel experience for both DigiYatra and non-DigiYatra passengers, CSMIA increased terminal entry points (eGates) from 24 to 68. The expansion enhanced the airport’s processing capacity to 7,440 passengers per hour at Terminal 2 (T2) and 2,160 at T1 – a 3X addition to the current capacity.
Aligning with the Government of India’s ‘Digital India’ vision, CSMIA has also rolled out digital payment initiative at the Multi-Level Car Park (MLCP). By enabling seamless digital payments via mobile wallets, debit/credit cards, UPI, and FASTag, the airport enables a frictionless experience. CSMIA also witnessed a 66 percentage of FASTag adoption and a rising preference for digital integration through strategic collaborations and incentives.
Furthering its technological leadership, Adani Airports launched ‘aviio’—a digital airport platform for stakeholders, offering real-time data sharing and instant passenger updates on security checks, gate changes, baggage claims, and wait times.
Conducted in partnership with Amadeus, the ASQ Awards evaluate customer experience based on insights from Departures and Arrivals Surveys. Under the refined criteria, the top-performing airports in each category and region are recognised.