Pune Airport Tops Indian Rankings in Global Service Quality Survey
The city of Pune has reason to celebrate as its airport has achieved a significant milestone in service excellence. According to the latest results from the Airports Council International-Airport Service Quality (ACI-ASQ) survey for 2025, Pune Airport has secured the coveted first place among Indian airports for both the third and fourth quarters. This recognition comes under the specific category of 'best airport by size' and the sub-category focusing on airports with annual passenger traffic of 5-15 million passengers in the Asia Pacific region.
Global Standing and Progressive Improvement
On the global stage, Pune Airport demonstrated consistent performance, albeit with slight fluctuations. In the Q4 results, the airport clinched the 58th position worldwide, a slight dip from the 56th position it held in Q3. This achievement places it ahead of 16 other Indian airports, including major hubs like Goa, Chennai, and Kolkata. The survey, which is meticulously based on passenger feedback across 31 distinct parameters, highlights the airport's dedication to enhancing traveler experiences.
Pune Airport Director Santosh Dhoke expressed pride in this accomplishment, attributing it to the collective efforts of all stakeholders. "This year will see more improvements," he announced, revealing plans for operationalizing a new departure area and security hold area (SHA) by April-May 2026. The new SHA is designed to include all essential facilities for passengers, promising a more comfortable and efficient journey.
Official Optimism and Ministerial Praise
With expectations high for Pune Airport to attain the number one rank in the overall survey results for 2025, Minister of State for Civil Aviation Murlidhar Mohol lauded the achievement. "The result reflects our commitment to deliver world-class passenger services at Pune airport," he stated, underscoring the government's focus on elevating airport standards across the country.
The airport's journey to the top has been marked by steady progress. In the first quarter survey, it held the fifth position among Indian airports and 59th globally. By the second quarter, it had jumped to second place in India and 57th globally, setting the stage for its Q3 and Q4 triumphs where it reached the pinnacle domestically while maintaining positions of 56th and 58th globally, respectively.
Passenger Concerns and Analyst Warnings
Despite the accolades, not all feedback is glowing. Aviation analyst Dhairyashil Vandekar pointed out a concerning trend: "It is commendable, even though its ranking slipped to 58. What is worrying from a passenger point of view is the decline in 18 key passenger satisfaction parameters in Q4 as compared to Q3." Critical areas showing deterioration include:
- Courtesy and helpfulness of staff at check-in, security screening, and general airport areas
- Cleanliness of washrooms
- Availability of seating in gate areas
- Flight information accuracy
- Wait times at security screening
- Value for money at restaurants and cafés
- Overall ambience
Vandekar emphasized that these trends require urgent remedial action to sustain and improve service quality.
Potential Financial Implications for Passengers
Adding to passenger worries, Vandekar highlighted a regulatory aspect that could impact travelers financially. Under the Airports Economic Regulatory Authority of India (AERA) framework, ASQ performance metrics are crucial in justifying increases in airport charges, such as the User Development Fee (UDF) and aircraft parking fees. With a new control period expected to begin from April 1 for Pune Airport, any hike proposed by the Airports Authority of India (AAI) and approved by AERA would likely be passed on to passengers by airlines and operators. This could further burden flyers at a time when affordability remains a key concern for many.
Real-World Passenger Experiences
Flyers have echoed these concerns, sharing firsthand accounts of persistent issues. Smitha D, who traveled via the airport on December 12, recounted, "I had to board an IndiGo flight from gate no. 9 but was surprised to find that there were very few chairs. Passengers were forced to sit on the ground. That was a big let-down and not expected from the Pune facility."
Regular flyer Rahul Jain urged airport authorities to temper their celebrations with action. "The cab issue remains more or less the same. It is a struggle getting to the AeroMall from the arrival area. Getting out of the airport after arrival is a major trouble considering the frequent congestion," he explained. Jain also noted challenges during late evening hours, where flight delays often lead to excessive crowding, and pointed out the inconvenient location of the low-cost UDAN Yatri Cafe on the ground floor, which prevents checked-in passengers in the SHA from accessing affordable dining options.
As Pune Airport basks in the glory of its top ranking, the mixed feedback from passengers and analysts serves as a reminder that continuous improvement is essential. Balancing accolades with actionable solutions will be key to maintaining its leadership position and ensuring a seamless experience for all travelers.
