Mangaluru: Mangaluru International Airport (MIA) has been awarded the prestigious Level 5 Accreditation under the Airports Council International (ACI) Airport Customer Experience Accreditation Programme, becoming one of only four airports in India to receive the highest global recognition for customer experience management.
The achievement marks another milestone in the airport’s transformation journey, highlighting its sustained focus on delivering a seamless, technology-driven and passenger-centric travel experience.
With the latest recognition, Mangaluru International Airport becomes the third airport in the Adani Airport Holdings Limited (AAHL) network, after Mumbai and Ahmedabad, and the second airport in Karnataka, after Kempegowda International Airport, Bengaluru, to receive the prestigious Level 5 accreditation.
Highest global recognition for passenger experience
The ACI Airport Customer Experience Accreditation Programme is the aviation industry’s only globally recognised framework that evaluates how airports integrate customer experience into their strategy, governance, culture, operations and service delivery.
Level 5 is the highest accreditation under the programme and is awarded to airports that have successfully embedded customer experience across every aspect of their organisation.
The recognition reflects the airport’s commitment to ensuring that every interaction during a passenger’s journey is efficient, comfortable and memorable.
Progression from Level 3 to Level 5 in 30 months
Mangaluru International Airport has steadily advanced through the accreditation programme over the past two and a half years.
The airport achieved Level 3 Accreditation in February 2024, followed by Level 4 Accreditation in July 2025.
Exactly a year later, it has now secured Level 5 Accreditation, reflecting continuous improvements in customer service and operational excellence.
Airport officials said the progression from Level 3 to the highest Level 5 within a little over 30 months demonstrates an organisation-wide commitment to placing passengers at the centre of every decision.
Recognition for collaborative customer-focused approach
Level 5 Accreditation recognises airports that have successfully integrated customer experience into every function while fostering collaboration among all stakeholders involved in airport operations.
The accreditation acknowledges the combined efforts of agencies such as the Central Industrial Security Force (CISF), Customs, Immigration, airlines and other service providers in delivering a seamless passenger journey.
Apart from operational efficiency, the recognition also reflects the airport’s ability to create meaningful experiences across every touchpoint of a traveller’s journey.
Technology and innovation drive improvements
According to the airport, the accreditation was achieved through several initiatives aimed at improving convenience, efficiency and customer satisfaction.
Among the key measures were the integration of customer-focused practices into business strategy and daily operations, greater use of digital technologies, and the introduction of the Aviio app, described as the first airport-specific digital initiative of its kind in India.
The airport also strengthened passenger feedback mechanisms to better understand customer expectations and implement continuous improvements based on traveller experiences.
Focus on staff training and infrastructure
Mangaluru International Airport also invested in employee engagement, training and empowerment programmes to promote a strong service-oriented culture across the airport ecosystem.
Infrastructure upgrades, improved wayfinding systems, enhanced accessibility features and better passenger engagement initiatives have also contributed to improving overall comfort and convenience.
The airport further strengthened coordination with airlines, security agencies, concessionaires and service partners to deliver an integrated travel experience from arrival to departure.
Airport reaffirms commitment to excellence
Over the past few years, Mangaluru International Airport has consistently focused on enhancing passenger experience through technology-driven services, operational innovation and continuous quality improvement.
Commenting on the achievement, an airport spokesperson said the Level 5 Accreditation marks a significant milestone in the airport’s journey towards service excellence.
“The ACI Level 5 Accreditation is a significant milestone in Mangaluru Airport’s journey of transformation and excellence. This recognition reflects the collective efforts of our employees, stakeholders and partners who share a common vision of delivering exceptional experiences to every passenger. As the third airport in the AAHL network to attain this distinction, we remain committed to continuously raising the bar and ensuring that Mangaluru Airport offers a seamless, safe and memorable journey for all travellers,” the spokesperson said.
The accreditation further strengthens Mangaluru International Airport’s reputation as a customer-focused aviation hub and reflects its commitment to adopting global best practices in airport service excellence.