GMR Hyderabad International Airport Achieves Level 5 Accreditation in ACI World Airport Customer Experience Program
GMR Hyderabad International Airport Ltd. (GHIAL), has achieved the prestigious Level 5 Accreditation under the Airports Council International (ACI) World Airport Customer Experience Accreditation Programme, the highest level of recognition awarded under the globally acclaimed framework. The accreditation places the Hyderabad Airport among a distinguished group of airports worldwide that have successfully embedded customer experience as the cornerstone of their corporate strategy, operational excellence, and stakeholder collaboration.
The Level 5 Accreditation recognizes airports that demonstrate a fully integrated and mature customer experience ecosystem, where customer expectations drive strategic decision-making, operational excellence, innovation, and collaboration across the entire airport community. At this level, customer experience is not a standalone initiative but forms the foundation of the airport’s corporate strategy, with all stakeholders collectively working towards delivering seamless, consistent, and memorable passenger journeys.
The accreditation acknowledges GHIAL’s comprehensive approach across key dimensions, including customer understanding, strategic alignment, governance, airport culture, airport community collaboration, service design and innovation, operational improvement, and performance measurement. By aligning strategic and operational performance indicators with passengers’ day-to-day experiences, the airport continues to strengthen its commitment to delivering world-class service standards.
Commenting on the milestone, Mr. Kadhir Kadhiravan CEO, GMR Hyderabad International Airport Ltd said, “Achieving the ACI World Customer Experience Level 5 Accreditation is a defining milestone in Hyderabad Airport’s journey towards becoming a truly customer-centric global aviation hub. This recognition reflects our unwavering commitment to making customer experience the foundation of our corporate strategy and reinforces the collective efforts of our entire airport community in delivering seamless, intuitive, and memorable journeys. It is a testament to the culture of collaboration, innovation, and continuous improvement that we have nurtured across the airport ecosystem.”
“As passenger expectations continue to evolve, we remain committed to leveraging technology, data-driven insights, and service innovation to deliver experiences that are efficient, inclusive, personalised, and globally benchmarked. This achievement inspires us to continue raising the bar and setting new benchmarks in airport customer experience while strengthening Hyderabad Airport’s position among the world’s leading airports, he further added”
The ACI World Airport Customer Experience Accreditation Program evaluates airports on the maturity of their customer experience management practices through a structured framework aligned with international best practices. Level 5, the program’s highest accreditation, recognizes airports where customer experience is fully embedded into the organization’s strategic vision, governance framework, operational processes, and organizational culture. It also reflects a collaborative airport ecosystem in which all partners work together to continuously enhance the passenger journey through innovation, data-driven insights, and measurable outcomes.
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