Note for Editors:
- Ranked No. 1 in 25-40 MPPA category worldwide in 2014.
- Improves from No.2 rank in 2011, 2012 & 2013.
- ASQ score improves from 3.02 in 2007 to 4.90 in 2014.
- Delhi Airport handled 40 million passengers in 2014-15.
- Delhi Airport has 58 domestic and 62 international destinations.
- Delhi Airport is served by 6 domestic and 56 foreign carriers.
- Handled 78 ATMs per hour, highest ever in India.
- Consistent OTP of 78%, highest amongst all major airports in India.
- 100,000,000 bags handled with less than 1 mistake in 600,000 bags. 60 times better than acceptable global standards.
- First airport to host and sustain commercial A-380 flights
- Hub for Air India, IndiGo, Vistara, SpiceJet.
- Largest number of transfer passenger in India. 8.3 mn in 2014-15.
- DA-CDM implemented leading to substantial cost savings and improvement in OTP for all airlines.
- Average of 885 flight movements a day in 2014-15.
- 696 thousand metric tonnes of cargo handled in 2014-15.
GMR’s Indira Gandhi International Airport (IGIA) managed by Delhi International Airport (P) Limited (DIAL), which was recently adjudged World’s best airport in 25-40 Million Passengers Per Annum (MPPA) category in the World, received the Airports Council International (ACI) Airport Service Quality (ASQ) Award at a ceremony in Jordan on April 28th, 2015. The 13 member team from Delhi Airport comprising representatives from DIAL, Delhi Duty Free Services Pvt. Ltd, Airline Operating Committee (AOC), Jet Airways and Indigo Airlines was present at the ceremony to receive the award. The event was a part of ACI Asia-Pacific/World Annual General Assembly (WAGA).
Commenting on the occasion Mr. I Prabhakara Rao, CEO-DIAL said, "We are honored to represent an Indian airport at a highly acclaimed international forum as ACI. Our IGI Airport partners and employees have consistently delivered a memorable and distinct experience to our customers enabling us to achieve the coveted world number 1 position. DIAL commends the efforts made by stakeholders like CISF, BCAS, Customs and the Immigration as also business associates such as airlines, concessionaires, various service providers and support staff. DIAL values and acknowledges its shareholders; Airports Authority of India (AAI), Malaysian Airport Holdings Berhad (MAHB) and Fraport AG who have been part of this exciting journey. Above all, we would like to convey our sincere gratitude to our passengers and we vow to continue striving for the best and deliver a World Class airport experience to them.”
IGIA has made rapid progress in enhancing the service quality at IGIA which has resulted in steady improvement in rankings over the last 8 years since DIAL took over the operations. The airport scored 4.90 on the ASQ scale out of 5 points and has been recognized as the world’s best Airport in the 25-40 MPPA category. ACI has 300 members participating in the ASQ benchmarking program.
“Airports are more than simply points of departure and arrival. In the fast-changing landscape of worldwide aviation, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance. At the end of the day, good business acumen comes down to a simple equation: better service, improved traffic and a healthier bottom line,” said Angela Gittens, Director General, ACI World.
Delhi International Airport (P) Ltd (DIAL) is a joint venture company; comprising the GMR Group, Airports Authority of India, Fraport and Malaysia Airports Holdings Berhad. The project being developed by DIAL under Public Private Partnership has been given the mandate to finance, design, build, operate and maintain the Delhi Airport for 30 years with an option to extend it by another 30 years.
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Notes for editors
Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable.
The ASQ Survey covers 34 key service areas and includes 8 major categories such as access, check-in, security, airport facilities, food and beverage, retail and more. All participating airports use the same survey questions, creating an industry standard set of responses that allows participants to track and analyze their performance, as well as benchmark results against airports across the globe. All participating airports can view the ASQ survey results of all other participating airports on a confidential basis.
Benchmarking allows participants to compare their airport’s performance against industry best practices. Through the use of key performance indicators, participants see where their airport under—and over—performs; where improvements are required; and where investment is most likely to deliver the biggest return.
Benchmarking offers a broad range of benefits, allowing participants to:
- get an independent perspective on performance;
- identify areas of opportunity;
- understand passengers’ needs, priorities and expectations;
- prioritize improvement opportunities;
- set and monitor performance expectations; and
- manage change effectively.
For more information about ASQ, please visit http://www.aci.aero/Airport-Service-Quality/ASQ-Home
. To view details of the 2014 ASQ results, please visit http://www.aci.aero/Airport-Service-Quality/ASQ-Awards/Current-Winners