Kempegowda International Airport Wins ACI Award for Best Arrivals Experience Three Years in a Row
Bengaluru’s Kempegowda International Airport (BLR Airport) has been awarded the prestigious Airports Council International’s (ACI) Airport Service Quality (ASQ) Award for ‘Best Airport for Arrivals Globally’ in 2024. This marks the third consecutive year that the airport has received this distinction, underscoring its commitment to delivering a seamless arrival experience for passengers. ACI’s globally recognized ASQ program evaluates airports worldwide based on direct passenger feedback, using key metrics such as comfort, convenience, cleanliness, and service quality.
Evaluation Criteria and Passenger Experience
The ASQ Awards are based on surveys conducted at airports worldwide, collecting real-time data from arriving and departing passengers. ACI evaluates airports on multiple parameters, including the efficiency of immigration and customs clearance, baggage claim speed, accessibility features, and overall cleanliness.
Passengers arriving at Kempegowda International Airport have consistently praised its smooth and efficient processes. The airport is known for:
- Streamlined Immigration and Customs Checks – The airport has implemented technology-driven processes that reduce wait times at immigration counters, making the entry process hassle-free.
- Fast Baggage Delivery – Baggage handling efficiency has been a key focus, with most passengers receiving their luggage quickly upon arrival.
- High-Speed Wi-Fi – The airport offers free, high-speed internet connectivity, allowing travelers to stay connected while waiting for their baggage or transportation.
- Cleanliness and Hygiene – The airport maintains high hygiene standards, contributing to a comfortable arrival experience.
The ongoing positive feedback from passengers has reinforced BLR Airport’s status as one of the world’s top airports for arrivals.
Significance of the Award
Winning the ACI ASQ Award for three consecutive years reflects Kempegowda Airport’s consistent efforts to enhance passenger experience. The ASQ program is considered the gold standard in measuring airport service quality and is recognized globally.
Hari Marar, Managing Director & CEO of BIAL, expressed gratitude for the recognition, stating, “This award is a testament to the relentless efforts of our team in ensuring a world-class experience for passengers. Our focus has always been on efficiency, safety, and convenience, and this recognition motivates us to continue improving our services.”
Key Features That Make BLR Airport Unique
Kempegowda International Airport is not only one of India’s busiest airports but also a pioneer in several areas of airport management and innovation. Here are some of the standout features that contribute to its global recognition:
- Karnataka’s First Fully Solar-Powered Airport – BLR Airport is a leader in sustainability, operating on renewable energy sources.
- One of India’s Busiest Airports – It is the third busiest airport in India, after Delhi and Mumbai, and ranks 25th in Asia and 56th globally in passenger traffic.
- First Airport in India with an All-Women Fire-Fighting Squad – The airport has set new benchmarks in gender inclusivity in aviation.
- Innovative Use of Recycled Materials – The airport has constructed a 50 km road using recycled plastic waste, contributing to environmental sustainability.
- Showcasing Indian Art – Terminal 2 features 60 artworks created by 43 Indian artists, blending culture with modern infrastructure.
- Parallel Runway Operations – In 2019, it became the first airport in South India to operate parallel runways, improving flight efficiency.
- Sensory Room for Neurodivergent Travelers – The first-of-its-kind sensory room at Terminal 2 caters to travelers with sensory sensitivities, ensuring an inclusive experience.
- ACI Accessibility Enhancement Programme Accreditation – BLR Airport is the first in India to receive Level 1 accreditation, ensuring accessibility for specially-abled individuals and those with hidden disabilities.
A Benchmark for Future Airport Experiences
The consistent recognition of Bengaluru Airport as the best airport for arrivals highlights its commitment to passenger convenience and operational excellence. The award also positions it as a benchmark for other Indian airports aiming to enhance their service quality.
BIAL has been investing in infrastructure upgrades, including expansions to accommodate growing passenger traffic. The opening of Terminal 2 has played a crucial role in further enhancing passenger experience with its advanced facilities, automation, and sustainable design.
The award also comes at a time when Indian airports are undergoing modernization to meet increasing air travel demand. The success of Kempegowda International Airport serves as an example for other airports looking to optimize passenger processing, sustainability, and service quality.
