Bhopal, Khajuraho, Udaipur Top AAI’s Latest Airport Survey; Agartala Leads Northeast

• Bhopal, Khajuraho, and Udaipur airports scored a perfect 5/5 in AAI’s Jan–June 2025 passenger satisfaction survey.
• Agartala’s MBB Airport led the Northeast with a 4.77 rating, boosted by tech upgrades and green initiatives.
• The survey highlights rising service standards at regional airports amid uneven growth and environmental hurdles.

Earlier this month, the Airports Authority of India (AAI) released its Customer Satisfaction Survey (CSS) for January-June 2025, crowning Bhopal, Khajuraho, and Udaipur airports as top performers, each securing a flawless 5/5 rating based on direct passenger feedback across 60 of the 62 AAI-managed airports, while Agartala’s Maharaja Bir Bikram (MBB) Airport topped the Northeast with a 4.77 score, ranking 15th nationally. 

The survey looked at 33 different aspects of airport service, including parking, ground transport, baggage carts, and the behaviour of staff. Bhopal airport improved in nearly every area. Also, the survey is not based on appearance alone. Passengers gave feedback on real experiences — security checks, cleanliness, food quality, Wi-Fi, staff behaviour, and more. 

The AAI Customer Satisfaction Survey (CSS) is a passenger feedback survey conducted by the Airports Authority of India (AAI). It helps evaluate how satisfied travellers are with the services provided at AAI-operated airports across the country.

The survey covers over 30 key aspects of the airport experience. These include cleanliness, security checks, staff behaviour, the check-in and boarding process, parking, baggage handling, and access to public transport. It also looks at the availability and quality of food, shopping options, internet speed, seating arrangements, and washroom conditions. Passengers also rate how clear and useful the information displays are inside the airport.

AAI conducts this survey twice a year at more than 60 airports. Passengers are asked to provide feedback at the end of their journey. Each airport is rated on a 5-point scale, with 5.00 being the highest. The average scores are then used to rank the airports based on overall customer satisfaction.

Concurrently, Civil Aviation Minister Ram Mohan Naidu highlighted the addition of 88 new airports in the past decade, averaging one every 40 days, alongside 60 additional flights hourly, making air travel more accessible. So, India’s aviation landscape is thriving on the back of a rapid infrastructure expansion.

However, challenges persist, with Andhra Pradesh witnessing a 51.5 per cent drop in international passenger traffic at Visakhapatnam Airport in May 2025, and environmental concerns delaying clearance for Puri International Airport. From Gaya’s second-place national ranking to Kangra’s top spot in 2024, and Prayagraj’s climb to eighth, India’s airports are balancing growth with service excellence, though regional disparities and ecological impacts remain critical issues.

The survey, conducted between January and June 2025, excluded Jaisalmer in Rajasthan and Tezpur in Assam due to operational constraints. Khajuraho Airport, located in Chhatarpur district, stands out for serving a significant number of foreign tourists drawn to its renowned temple complexes, reflecting improved service quality in smaller cities. Director Santosh Singh attributed this success to the team’s dedication, stating, “This achievement is the result of our entire team’s commitment and continuous efforts to provide the best facilities.” He expressed gratitude to staff, partner agencies, and travellers, pledging to exceed passenger expectations moving forward.

In the Northeast, Agartala’s MBB Airport clinched the regional lead during an Airport Advisory Committee (AAC) meeting on 6 July 2025, chaired by West Tripura MP Biplab Kumar Deb. The airport’s rise is attributed to infrastructure upgrades, including the Inline Baggage Handling System (ILBHS) operational since March 2025, which has reduced wait times and lowered its carbon footprint. Director K.C. Meena highlighted technology’s role in aligning with sustainability goals, while plans for a Child Care Room with Himalaya and the Kailashahar Airport project signal a focus on inclusivity and connectivity. MBB’s annual handling of 1.4 million passengers, second only to Guwahati, reinforces its status as a regional hub.

Nationally, Gaya Airport secured second place in the 2025 CSS, surpassing major hubs with a focus on safety, cleanliness, and amenities, as noted by Director Bangajit Saha. Dehradun Airport also retained its second position with a 4.99/5 score, trailing Kangra’s Gaggal Airport, which topped the 2024 survey with a perfect 5/5. Gaggal, recognised on 2 April 2025 during AAI’s annual day, saw Director Dhirendra Singh receive the award from Chairman Vipin Kumar, crediting the airport’s 18 daily flight movements and plans for Jaipur and Dehradun routes. Kangra’s 208,275 passengers in 2024 mark a significant increase, boosted by IPL 2025 matches and chartered flights linked to the Dalai Lama’s presence.

Prayagraj’s Bamrauli Airport climbed to eighth place in the 2024 survey, up from tenth, with Director Farrukh Ahsan committing to a top-five target. The survey, covering 61 airports, assessed over 30 parameters, including cleanliness and staff behaviour, with Rajahmundry, Gaggal, and Leh leading in 2024, and Goa Dabolim topping the ACI-ASQ Awards 2024, followed by Chennai and Trichy (4.89/5). These rankings reflect a broad push for service excellence, though Assam’s Rupsi Airport lagged with a 2.65 score, highlighting regional disparities.

On the infrastructure front, Minister Naidu, speaking at the Northern Region Ministers’ Conference in Dehradun, revealed that India added 88 new airports in ten years, equating to one every 40 days, with 60 additional flights hourly. This growth, under Prime Minister Narendra Modi’s leadership, has made air travel more accessible and affordable, targeting Tier 2 and 3 cities. Uttarakhand CM Pushkar Singh Dhami emphasised aviation’s role in tourism and socio-economic development, advocating for safety in hilly terrains. The ministry’s priorities include heliports, UDAN routes, and MRO hubs, with state collaboration driving inclusive growth.

However, not all trends are positive. Andhra Pradesh’s international passenger traffic declined sharply in May 2025, with Visakhapatnam Airport reporting a 51.5 per cent drop (6,593 passengers vs. 13,587 in 2024) and Vijayawada a 10.5 per cent decrease (2,796 vs. 3,124). Year-to-date figures show a 24.1 per cent and 8.8 per cent drop, respectively, linked to the withdrawal of Bangkok and Malaysia flights in April 2025. AP Air Travellers Association Vice President O Naresh Kumar noted the impact, though the new Abu Dhabi services at Visakhapatnam offer hope. Domestically, Tirupati, Rajamahendravaram, and Kadapa saw 50 per cent traffic increases, with 5.40 lakh passengers in May 2025.

Environmental concerns have also surfaced, particularly with the proposed Shree Jagannath International Airport in Puri. The Union Environment Ministry’s expert appraisal committee (EAC) has recommended environmental clearance, contingent on forest and Coastal Regulation Zone (CRZ) approvals, following a deferral by the forest advisory committee (FAC) over impacts on olive ridley turtles, Irrawaddy dolphins, and 13,000 trees along the cyclone-vulnerable Puri coast. The Rs 5,631 crore project, spanning 471.34 hectares including 27.85 hectares of forest land, requires a comprehensive study on wildlife and a no-objection certificate from the Archaeological Survey of India due to its proximity to the Jagannath Temple. Cyclone shelters were also mandated to mitigate natural disaster risks.

The sector’s evolution reflects a balance of growth and responsibility. Agartala’s eco-friendly initiatives, including solar power and waste recycling, align with zero-net carbon goals, while passenger feedback drives service improvements. Yet, declining international traffic and environmental hurdles underscore the need for strategic planning. As India’s skies grow more connected, the focus remains on safety, sustainability, and passenger satisfaction.

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