Indore Airport Climbs to 3rd Spot in National ACI-ASQ Survey 2025
Air travellers' satisfaction with services and facilities at Devi Ahilyabai Holkar International Airport in Indore has seen a substantial increase, as evidenced by its impressive performance in the latest Airports Council International - Airport Service Quality (ACI-ASQ) Survey for 2025. The airport has secured the 3rd position nationally among airports operated by the Airports Authority of India, marking a notable achievement in customer experience.
Score Improvement and Ranking Details
The airport achieved an overall score of 4.92 out of 5 in the survey, reflecting a rise of 0.10 points from the 4.82 score recorded in 2024. This improvement is particularly significant as Indore is the only airport from Madhya Pradesh included in the list of 16 airports featured in the survey. The ranking is based on comprehensive feedback from passengers across multiple parameters, ensuring a holistic assessment of airport services.
Key Parameters for Passenger Feedback
Passenger evaluations covered a wide range of aspects, including:
- Signage to access the terminal
- Value for money of transport modes, including parking facilities
- Ease of finding the check-in area
- Waiting time at check-in, including baggage drop
- Courtesy and helpfulness of staff in the check-in area
- Ease of going through security screening and waiting time
- Value for money of restaurants, bars, and cafés
- Service quality, cleanliness, security measures, staff behaviour, and punctuality of operations
Recovery and Historical Performance
This ranking represents a strong recovery for Indore Airport, which had slipped to the 10th position in 2024. Historically, the airport has demonstrated consistent excellence, securing the 1st position in 2023 with 4.91 points and the 2nd position in 2022 with 4.94 points. In the current survey, Pune and Goa airports secured the 1st and 2nd ranks respectively, with scores of 4.94 and 4.93, while Indore management remains focused on reclaiming the top spot.
Passenger Perspectives and Future Upgrades
Advocate Manish Nandwal, a frequent traveller, commented, "Being Madhya Pradesh's largest airport, it's obvious for the authority to meet all set parameters of customer satisfaction. The services seem to have improved at Indore airport, and thus, it could be a reason for its improved ranking." However, Leena Sharma, a project manager at an IT company, highlighted areas for improvement, stating, "I travel to different countries, and facilities there are very good. The airport in Indore, which is the country's cleanest city, can also compete with them by further improving the services."
Airport director Sunil Maggirwar outlined ongoing upgrades, noting that the runway is expected to be ready by March 31, which will allow the resumption of night operations. Additionally, the renovation of the old terminal is anticipated to be completed by March 15, pending necessary environmental and fire safety clearances, along with other approvals. The opening of the old terminal is expected to further enhance passenger facilities, potentially boosting future rankings.
Top Performers in the ACI-ASQ Survey 2025
Based on consolidated data from the ACI ASQ Survey 2025, the top-performing airports include:
- Pune Airport with a score of 4.94
- Goa Airport with a score of 4.93
- Indore Airport with a score of 4.92
- Varanasi Airport with a score of 4.91
- Kolkata Airport with a score of 4.90
- Chennai Airport with a score of 4.90
- Dehradun Airport with a score of 4.88
- Raipur Airport with a score of 4.86
- Trichy Airport with a score of 4.85
- Bhubaneswar Airport with a score of 4.85
This survey underscores the ongoing efforts by Indian airports to elevate passenger experiences, with Indore Airport demonstrating significant progress in service quality and customer satisfaction.
