RGIA Airport Achieves Level 4 in Airports Council International (ACI) World Airport Customer Experience Accreditation Programme

Strategic Insights -

The Rajiv Gandhi International Airport (RGIA) in Hyderabad has achieved Level 4 in the Airports Council International (ACI) World Airport Customer Experience Accreditation programme, a testament to its commitment to placing passengers at the core of its operations. The airport has fulfilled parameters such as customer-centric culture, advanced passenger feedback mechanisms, and continuous innovation in infrastructure, digital services, and hospitality. The accreditation is the program's highest tier, recognizing a mature, proactive approach to customer experience with strong governance, collaboration, and measurable outcomes.

Key Takeaways:

  • RGIA Airport has achieved Level 4 in the ACI World Airport Customer Experience Accreditation programme, the program's highest tier.
  • The airport has fulfilled parameters such as customer-centric culture, advanced passenger feedback mechanisms, and continuous innovation in infrastructure, digital services, and hospitality.
  • Pradeep Panicker, CEO of GMR Hyderabad International Airport Ltd, attributes the accreditation to the airport's commitment to placing passengers at the core of its operations.
  • The airport management aims to not only meet but exceed passenger expectations, delivering a world-class experience that reflects both operational excellence and its vision for the future of aviation.
  • RGIA Airport has been awarded the ACI Accessibility Accreditation - Level 1 by Airports Council International (ACI) World in July 2025.
  • The airport received the Airport Service Quality (ASQ) Award for 'Best Airport in the 15 to 25 Million Passengers Per Annum (MPPA)' in the Asia-Pacific region for 2024 in March 2025.

Statistics:

  • 4: The level of accreditation achieved by RGIA Airport in the ACI World Airport Customer Experience Accreditation programme.
  • 15-25 Million: The passenger count range for which RGIA Airport received the Airport Service Quality (ASQ) Award in March 2025.

Sources:

  • Airports Council International (ACI) World
  • GMR Hyderabad International Airport Ltd
  • Siasat Daily
  • HT Digital Content Services