Delhi’s Indira Gandhi International Airport (IGIA) has emerged as the ‘Best Airport by Size and Region’ in Asia-Pacific for 2020. 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 Service Quality programme is the world’s leading airport customer experience measurement and benchmarking 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 benchmarking and findings from the ASQ survey remained of the highest quality during the COVID-19 pandemic.
Commenting on the achievement, Videh Kumar Jaipuriar, CEO-DIAL mentioned, “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. 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.