Thiruvananthapuram Airport Upgraded to ACI Level 3 Accreditation for Customer Experience

Thiruvananthapuram: Thiruvananthapuram International Airport has received Airports Council International’s (ACI) Level 3 accreditation for customer experience, marking a significant upgrade from the Level 2 status it earned in July 2024.

According to an official statement issued on Saturday, the recognition reflects the airport’s sustained efforts to enhance passenger experience through improved services, infrastructure, and operational efficiency.

The Airport Customer Experience Accreditation is a multi-tier programme developed by ACI to help airports build a structured and effective customer experience management system. The Level 3 accreditation is awarded based on parameters such as organisational culture, governance, customer strategy, operational improvements, performance measurement, and a deeper understanding of passenger needs.

Airport authorities said a series of initiatives introduced in recent years have played a key role in securing the higher accreditation. These include expanding retail and food and beverage outlets to offer passengers a wider range of choices, as well as adopting technology-driven solutions to streamline airport processes.

Facilities such as Digi Yatra, fast-track immigration through the Trusted Traveller Programme, the introduction of e-gates, and the use of Made-in-India robotic cleaning systems have contributed to smoother passenger movement and improved overall experience.

The statement added that several changes were implemented based on passenger feedback and on-ground observations, with a focus on convenience, efficiency, and service quality. These continuous improvements, officials said, underline the airport’s commitment to meeting global standards in customer experience.