Bengaluru: Kempegowda International Airport has once again earned global recognition after retaining the title of ‘Best Airport at Arrivals Globally’ for the fourth consecutive year in the 2025 Airport Service Quality (ASQ) Awards presented by Airports Council International.

The prestigious award is based entirely on real-time passenger feedback collected through the globally respected Airport Service Quality programme, which is widely regarded as the world’s leading benchmark for measuring airport customer experience.

The recognition highlights the airport’s consistent efforts to improve passenger services, streamline arrival procedures and enhance overall travel comfort for international and domestic travellers arriving in Bengaluru.

Award based on passenger feedback

The Airport Service Quality programme evaluates airports using standardised passenger surveys conducted during actual travel experiences.

Travellers are asked to rate multiple aspects of their journey, including service quality, cleanliness, comfort, convenience, efficiency and overall satisfaction.

Unlike many other global rankings that rely mainly on infrastructure size or investment figures, the ASQ Awards are based directly on travellers’ feedback and personal experiences at the airport.

This makes the award particularly significant, as it reflects the real experiences of passengers rather than just operational data or technical benchmarks.

According to airport officials, the recognition demonstrates that passengers arriving at Bengaluru consistently report positive experiences during their journey through the airport.

Improvements across terminals

Officials from Bangalore International Airport Limited (BIAL), the operator of Kempegowda International Airport, said improvements across both Terminal 1 and Terminal 2 played a crucial role in achieving the top ranking again.

Passengers highlighted the smooth and efficient arrival process at both terminals in their feedback.

Several operational upgrades introduced over the past year have strengthened the airport’s performance, including faster immigration processing, improved baggage reclaim systems and enhanced digital services for travellers.

Clearer wayfinding and improved signage inside the terminals have also helped passengers navigate the airport more easily.

Officials added that improvements in passenger comfort areas and better crowd management systems have helped maintain a smooth and predictable flow of travellers, particularly during peak travel hours.

Perfect satisfaction score achieved

Reflecting the positive passenger feedback, the airport’s overall customer satisfaction score rose from 4.98 to a perfect 5.00, which is considered a rare achievement in the global aviation industry.

Airport authorities described the score as a strong indicator of consistent service quality and passenger approval.

The steady improvement in ratings over recent years shows that the airport has successfully balanced growing passenger numbers with high standards of service delivery.

Bengaluru’s airport has also expanded its technological infrastructure and digital passenger services, which have helped improve operational efficiency and reduce waiting times for travellers arriving from international destinations.

Strengthening Bengaluru’s global connectivity

Officials noted that the repeated global recognition strengthens Bengaluru’s position as a key international gateway to India.

With Karnataka’s capital emerging as a major technology, business and innovation hub, passenger traffic through Kempegowda International Airport has steadily increased over the years.

The airport now serves as an important entry point for travellers visiting southern India for business, tourism and education.

Authorities said continued investments in passenger facilities and operational improvements will remain a priority as travel demand continues to grow.

Focus on passenger experience

Airport authorities stated that their long-term goal is to maintain high standards of passenger satisfaction while expanding infrastructure to meet rising travel demand.

They added that improving operational efficiency, reducing congestion and enhancing comfort within terminals will remain key focus areas in the coming years.

With four consecutive global wins in the Airport Service Quality Awards, Kempegowda International Airport has strengthened its reputation as one of the most passenger-friendly airports in the world, particularly for travellers arriving in India.

The achievement also highlights Bengaluru’s growing stature in global aviation and its continued focus on providing world-class airport services.