Thiruvananthapuram International Airport has achieved a significant milestone in passenger service, earning a prestigious international recognition for its enhanced customer experience. The airport has been awarded the Level-3 accreditation by the Airports Council International (ACI), marking a notable improvement from the Level-2 status it held in 2024.
What the ACI Level-3 Accreditation Means
The ACI's customer experience accreditation is a globally recognized benchmark that evaluates airports on a comprehensive set of parameters. An official explained that Level-3 is awarded based on rigorous assessment of airport culture, governance, operational improvement, measurement systems, customer strategy, and customer understanding. This top-tier certification reflects a deep, organization-wide commitment to prioritizing the passenger journey.
Initiatives That Powered the Upgrade
The upgrade to Level-3 is a direct result of targeted improvements implemented across the airport's terminals over the past few years. Airport teams proactively identified opportunities to serve passengers better by observing operations and understanding traveler needs.
A key focus area was the integration of technology to streamline processes. The airport successfully deployed solutions like:
- Digi Yatra for seamless, paperless entry and check-in.
- Fast Track Immigration (FTI TTP) to reduce queue times for eligible passengers.
- Automatic cleaning systems featuring a 'Made in India' robot to maintain hygiene.
- The introduction of e-gates to expedite passenger flow.
Enhanced Amenities and Passenger Convenience
Beyond technology, the airport also expanded and diversified its commercial offerings to improve the wait-time experience. The number of retail and food counters was increased, providing passengers with a better mix of products and more dining options. This holistic approach, addressing both operational efficiency and passenger comfort, created a more pleasant environment from check-in to boarding.
The official added that these systematic changes, driven by continuous observation and a response to passenger requirements, were instrumental in achieving the higher accreditation. This achievement positions Thiruvananthapuram Airport among the leading airports in the region for customer-centric service.
