M’lore Airport awarded Level 4 accreditation in customer service experience

Mangaluru: Mangaluru International Airport has achieved a major milestone in its service journey by being awarded the Level 4 accreditation under Airports Council International’s (ACI) Airport Customer Experience Accreditation programme. The announcement, made by ACI on July 16, 2025, validates the airport’s steady progress toward becoming a global benchmark in passenger service.

The recognition follows the airport’s attainment of Level 3 accreditation in February 2024 and highlights the airport’s growing commitment to creating an elevated, passenger-centric travel environment. The ACI programme is the world’s first and only initiative dedicated to improving customer experience management across the airport industry.

This latest accreditation, valid for one year, demonstrates that Mangaluru Airport has embedded strong customer-focused strategies and operations. It also confirms its readiness for Level 5 — the highest level of ACI’s accreditation, which signifies a comprehensive, enterprise-wide transformation focused on service excellence.

The evaluation criteria for the accreditation span various operational areas including airport culture, governance, measurement, strategy, and customer insight. According to the airport, a range of recent initiatives contributed to reaching this level.

Among the key advancements are technology-focused enhancements such as the launch of the aviio App for airport stakeholders and the implementation of Digi Yatra, streamlining passenger identification through facial recognition. 

Smart cleaning robots, AI-powered surveillance systems, and the Adani OneApp — designed to unify and simplify the passenger journey — have further contributed to improved operational efficiency. Additionally, free Wi-Fi kiosks and an upgraded Flight Information Display System are now enhancing the digital experience for travellers.

“This Level 4 accreditation from ACI is a testament to the dedication of our entire team and our unwavering focus on providing a seamless, comfortable, and memorable journey for every traveller,” said a spokesperson for Mangaluru International Airport.

Serving the coastal city of Mangaluru, the airport continues to position itself as a modern, technology-driven hub and a leader in customer experience among Indian airports.