Mumbai Airport Achieves Level 5 Service, Breaks Passenger Records: How?

Chhatrapati Shivaji Maharaj International Airport (CSMIA) in Mumbai delivered a landmark year of operational excellence and passenger service in 2025. The airport achieved the highest global distinction for service quality.

CSMIA became the first airport in India to receive Level 5 ACI Customer Experience Accreditation. This is the pinnacle recognition from Airports Council International (ACI).

This achievement positions CSMIA as a global leader in passenger satisfaction. It cements the airport's role amid India's aviation sector expansion.

Setting Global Service Benchmarks

The Level 5 accreditation reflects a comprehensive review process. It includes stakeholder engagement and extensive staff development. CSMIA handled a record passenger and cargo milestones during the 2024-25 fiscal year.

The airport accommodated 55.12 million passengers, its highest volume ever. It also recorded a single-day record of 176,000 passengers on November 29, 2025. This growth underscores the rising demand for air travel in India.

CSMIA has adopted a digital-first, data-driven strategy. Key digital initiatives enhance the overall passenger journey.

• The number of e-gates at Terminal 2 increased from 24 to 68. This is the highest e-gate count at any Indian kerbside.
• Cashless digital payments and seamless travel were introduced at the Multi-Level Car Parking (MLCP). This includes UPI, digital wallets, and FASTag-enabled deductions.
• CSMIA was awarded 'Best Airport for Digitisation' at the India Cargo Awards 2025.

Operational Resilience and Capacity Growth

Operational efficiency is critical for the world's busiest single-runway airport. CSMIA recorded 1,036 Air Traffic Movements (ATMs) record on November 21, 2025. This broke the previous 2023 record of 1,032 ATMs.

To manage this high volume, CSMIA commissioned a new, digital-first Airport Operations Control Centre (AOCC). This system enables real-time situational awareness and proactive challenge mitigation. Furthermore, the airport completed crucial pre-monsoon and post-monsoon runway maintenance. This work strengthens Mumbai airport operational resilience against seasonal risks.

Cargo operations also saw significant growth. International cargo volumes grew by 17% over 2022-23. The airport achieved its highest-ever daily cargo tonnage of 204 metric tonnes. Perishable exports, including premium mango varieties, rose by 9% year-on-year. London, Toronto, and New York remained top destinations for these goods.

Fueling India's Aviation Sector Expansion

India is the third-largest domestic aviation market globally. The sector is projected to reach over $26 billion by 2030. CSMIA is central to this rapid growth.

The airport welcomed the country's first Emirates Airbus A350 arrival in January 2025. The A350 is known for its fuel efficiency and superior passenger comfort. This deployment highlights the importance of the Dubai-Mumbai route. New international connectivity was also expanded with Royal Jordanian Airlines launching nonstop flights.

Looking ahead, CSMIA aims to strengthen capacity through advanced digital airside management. The focus is on passenger flow optimisation and multimodal connectivity for cargo. The goal is a truly frictionless travel experience.

Sustainability and Workforce Investment

CSMIA's sustainability leadership and green operations continue to set national standards. The airport achieved carbon neutrality for Scope 1 and 2 emissions. This was done using 100% green energy in FY 2024-25. It also holds Level 4+ status in the Airport Carbon Accreditation program.

Workforce development is a key pillar of the airport's strategy. Over 60,000 man-hours of training were delivered in 2024-25. This investment strengthens the airport's capability and safety culture. These efforts ensure high standards are maintained across all operations. For more commercial aviation news, visit flying.flights.