GMR led Delhi Airport achieves World No. 1 position in the highest category of Airport Service Quality Awards 2017
  • Delhi Airport joins the 60 Million club in 2017
  • The airport was rated World No. 2 in the highest category in 2016; it was World No. 1 for 2 consecutive years (2014 and 2015) in 25-40 MPPA category

New Delhi, March 6, 2018:Delhi International Airport Ltd (DIAL), a GMR led consortium, today announced that Delhi’s Indira Gandhi International Airport (IGIA) has become world’s number 1 airport in the highest category - over 40 million passengers per annum (MPPA) – as per Airports Council International (ACI) – ASQ 2017 rankings.

The airport has topped the Airport Service Quality (ASQ) Ratings to achieve the honour and has been declared as the World No.1 by Airports Council International (ACI). 2017 has been a remarkable year. With 63.5 million passengers flying through the airport, it has surpassed Changi, Incheon and Bangkok airports in terms of passenger growth. It is now the 7th busiest airport in Asia and among the top 20 busiest airports across the world.

The airport has recorded substantial improvement after the GMR led consortium took over the operations in 2006. From a very low position of 101 ranking, DIAL made rapid progress over the years by enhancing the IGI Airport’s service quality and passengers’ experience. In 2011, the airport had achieved the position of World No. 2, which it retained for three consecutive years till 2013. In 2014, it stepped up its position to World 1 rank in the 25-40 MPPA category and retained the rank in 2015. The airport stood World No. 2 in the highest category of more than 40 million passengers per annum in 2016.

Commenting on the announcement, Mr Srinivas Bommidala, Chairman-Airports, GMR Group said, “This is a recognition of the collaborative work of all stakeholders in IGIA. I commend the efforts made by employees of DIAL and that of all stakeholders in IGIA community. As we witness robust traffic growth, we look forward to a strong collaboration and support of all airport stakeholders and partners. We are set to undertake the expansion works at Delhi Airport in line with IGIA Master Plan-2016. It will not just provide necessary infrastructure boost to facilitate high air traffic and passenger growth, but a delightful passenger experience with right fusion of technology and human touch. Delhi being the Capital of India, we at IGIA are quite cognizant of the high expectations of our esteemed passengers and along with all our stakeholders endeavor to meet them. As custodians of the national asset, we stay committed towards Nation Building by providing adequate capacity for aviation growth and adoption of latest global technologies.”

Mr. I Prabhakara Rao, CEO, Delhi International Airport Ltd. (DIAL) added, “It is profoundly gratifying to win this year’s ACI-ASQ award for the coveted World No. 1 rank in the highest category of over 40 million passenger per year. The award demonstrates DIAL’s strong focus on operational efficiencies and resilient approach towards service delivery. Thus, despite phenomenal YOY passenger growth, DIAL once again consolidates its position on the word Aviation Map. The award is natural outcome of sheer focus, dedication, self-belief and hands on leadership of various partners of IGIA. This reflects the coherent contribution of government authorities, Ministry of Civil Aviation, Airport Authority of India, Bureau of Civil Aviation of Security, Director General of Civil Aviation, ATC and others. Our sovereign agencies CISF, Immigrations, Customs, Delhi Police and Delhi Traffic Police contribute greatly by safeguarding the law of land while exhibiting service centric behaviour. This is a historic moment not only for DIAL and IGIA but for the entire nation.”

Angela Gittens, Director General, ACI World, said, “Objective measurement and benchmarking are critical in driving performance in any business especially in such a competitive and dynamic one as an airport. Delhi’s IGI Airport has dedicated itself for delivering a stellar customer experience. ACI World proudly recognizes the accomplishments of Delhi Airport in the global ASQ network and I look forward to hosting them in Canada for the award ceremony.”

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. The programme measures passengers’ views of 34 key performance indicators. 74% of the world’s top 100 busiest airports are part of the ASQ network which delivers 600,000 individual surveys per year in 42 languages in 84 countries. The programme served 343 airports in 2017. The ASQ Awards Ceremony will be held during the inaugural ACI Customer Excellence Global Summit, to be held in Halifax, Nova Scotia, Canada from 10–13 September 2018, hosted by Halifax International Airport Authority.

About DIAL

The GMR Group led, Delhi International Airport Ltd (DIAL) is a consortium; comprising of GMR Group, Airports Authority of India and Fraport. The consortium has a mandate to finance, design, build, operate and maintain the Delhi Airport for 30 years with an option to extend it by another 30 years. It has truly proven to be a shining example of Public Private Partnership (PPP) and Make in India. Delhi Airport has been adjudged as World’s second best Airport by Airports Council International’s (ACI) in 2016 in the category of above 40 million passengers per annum (mppa). DIAL completed the modernization of Delhi’s IGI Airport including the commissioning of Terminal 3 (T3)- India’s largest building post-independence in a record time of 37 months.

The passenger Terminals managed by DIAL are recognised for their state-of-the-art infrastructure, design and operational efficiency. T3 serves as a hub for many carriers and has truly redefined the way Indian passengers fly. Delhi Airport is a leading Indian airport both in Passenger and Cargo capabilities with an annual traffic of 57.7 mppa in FY 2016-17.

DIAL lays strong emphasis on green sustainable technologies and has won numerous awards and recognitions for the environmental sustainability initiatives.

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About Airports Council International (ACI)

ACI is the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring the global air transport system is safe, secure, efficient and environmentally sustainable. As of January 2018, provisional figures show that ACI serves 641 members operating 1,953 airports in 176 countries.

ACI ASQ Programme which includes a full suite of customer experience solutions, including the employee and arrival surveys. The ASQ Awards are presented to those airports whose customers have rated them the highest over the course of the year. The categories have been designated to recognize the achievements of airports of different sizes and in different regions.

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores, restaurants, additionally capturing passenger comments of their best and worst experience at the airport. Each airport uses the same methodology, creating an industry database that allows airports to compare themselves to other airports around the world. The ASQ Programme also has a feature that facilitates sharing of best practices among airport operators.

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Subhendu Ray
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