GMR led Delhi Airport achieves World No. 1 position in the highest category of Airport Service Quality Awards 2017

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Delhi International Airport Ltd (DIAL), a GMR led consortium, 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 honourand 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 surpassedChangi, 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. 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.