New Delhi: Delhi International Airport Limited (DIAL), a GMR-led consortium, today announced that Delhi’s Indira Gandhi International Airport (IGIA) has once again emerged as the ‘Best Airport by Size and Region’ in Asia-Pacific for 2020.

The airport’s efforts have been recognised by Airports Council International (ACI) for Airport Service Quality (ASQ) awards in the category of over 40 Million Passengers Per Annum (MPPA).

The COVID-19 pandemic had a dramatic impact on global passenger traffic in 2020 as well as changing customer perceptions and expectations of the airport experience. Despite the challenges posed by the pandemic, DIAL showed its efforts in providing a superior customer experience under trying circumstances, the airport management said in a statement.

The Airport Service Quality programme is the world’s leading airport customer experience measurement and bench-marking programme. The ASQ Departures programme measures passenger’s satisfaction across 34 key performance indicators. More than half of the world’s traveller pass through an ASQ airport.

ACI adopted the rigorous quality control process for the ASQ awards programme to ensure the bench-marking and findings from the ASQ survey remained of the highest quality during the COVID-19 pandemic.

“We are proud to see the continued recognition received by Delhi Airport in Airport Service Quality over the past several years. Delhi Airport has consistently raised the bar in terms of service and operational excellence. DIAL has once again consolidated its position on the world aviation map,” DIAL CEO Videh Kumar Jaipuriar said.

“I commend the efforts made by the employees of DIAL and that of all stakeholders in the IGIA community. This award is a testimony of continued improvements in passenger-service that Delhi Airport has witnessed since DIAL took over its operations in 2006. The award demonstrates DIAL’s strong focus on operational efficiencies and resilient approach towards service delivery,” he said, commenting on the achievement.

“As we faced several challenges due to COVID-19, we adopted the best in-house technology and other precautionary measures to make flying safer and provide a superior customer experience. We take this opportunity to once again affirm that DIAL is committed to a safe and seamless passenger experience while they travel through Delhi Airport.”

In a personalised communication congratulating Delhi Airport, ACI World Director General Luis Felipe de Oliveira said, “I am pleased to advise that Indira Gandhi International Airport has earned the 2020 Airport Service Quality (ASQ) Award for Best Airport by Size and Region (over 40 million passengers per year in Asia-Pacific). During this most difficult and challenging year, your customers have spoken and recognized successful efforts of your team in providing a superior customer experience under trying circumstances. My warmest congratulations to all your team.”

Delhi Airport had retained the position of World No. 2 for three consecutive years till 2013 under 25-40 MPPA category. In 2017, it was adjudged as the world’s best airport in the highest category of more than 40 MPPA.

The airport was adjudged as best airport in the highest category of more than 40 MPPA for two consecutive years in 2018 and 2019 in Asia Pacific Region. Besides Delhi Airport, GMR-led Hyderabad’s Rajiv Gandhi International Airport (RGIA) has also been bestowed with this prestigious award in 15-25 MPPA category.

In addition, Delhi Airport has achieved Airport Health Accreditation from ACI in Nov. 2020 for its commitment in prioritising health and safety measures in accordance with ICAO Council Aviation Restart Task Force (CART) recommendations.

Recently, DIAL has been recognised with the ACI World’s prestigious “Voice of Customer” recognition. This recognition was the result of its continuous efforts in gathering passenger feedback, understanding customer needs and ensuring customer voice was heard during the COVID-19 pandemic in 2020.

During these trying times, it is imperative for airports to listen to the voice of the customers to garner passenger confidence and revive the faith in flying in which DIAL has been agile and customer centric in its operations, the statement said.

Delhi Airport became the first airport in Asia Pacific Region to achieve Level 4+ Accreditation under ACI’s Airport Carbon Accreditation in the present COVID-19 pandemic times. The accreditation is the outcome of the rigorous assessment of DIAL to reduce carbon emissions as per the latest scientific developments and meet stakeholder expectations, it said.

Furthermore, DIAL is also in the process of commissioning various operational infrastructures and multiple passenger connectivity networks around the airport, which will further help in achieving the ambitious target of becoming net zero emission airport by 2030.

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