Both IGI and RGIA have secured 2nd positions in respective categories in ASQ by ACI
New Delhi March, 2013: Delhi International Airport (P) Limited (DIAL) – the operator of the country’s busiest airport, has achieved yet another milestone as Indira Gandhi International Airport (IGIA) has been ranked 2nd in 25-40 Million Passengers Per Annum (MPPA) category in the World in the Airport Service Quality (ASQ) Awards announced by the Airports Council International (ACI) for 2012.
Commendably, Hyderabad’s Rajiv Gandhi International Airport, operated and managed by GMR Hyderabad International Airport (P) Ltd., also has been adjudged as the 2nd best Airport in the world for the same year, in the 5-15 million passengers per annum (MPPA) category by ACI; with this the airport improves its last year’s ASQ score as well!
To mention, IGIA has made uninterrupted progress in terms of quality levels and rankings over the last 6 years since DIAL was appointed as the operator. The airport scored 4.83 on the ASQ scale out of 5 points and has been recognized as the 4th Best Airport in the world amongst 199 participating airports across all categories & 2nd Best Airport in its Category in 2012 which is a remarkable advancement from its earlier ASQ score of 3.02 in 2007, ranking last in an universe of 101 airports. Expressing his delight, Mr. I Prabhakara Rao, CEO-DIALsaid “It gives us immense pleasure to receive this award and we convey our heartiest thanks to the Airport Council International as well as the passengers who have participated in the survey. This recognition is a testimony to all our employees and partners who have consistently met the expectations of the industry and have delivered an altogether memorable and distinct experience for our customers. I’m thankful to the DIAL family for the support in all our endeavors and we will continue to strive for the best and deliver a world class airport experience to our passengers and keep up DIAL’s service quality.”
Keeping up with the laurels for GMR Group led airports, RGIA also had consistently raised its standards in terms of facilities and services for passengers and has made significant progress since 2009, when the score was 4.44 and subsequently 2011 score led RGIA to 4.58 in the 5-15 MPPA category. For the year 2012, RGIA has been placed No. 2 in the overall ranking with a score of 4.71, and very close to No. 1 position by 0.004 points away. Speaking on the occasion, Mr Vikram Jaisinghani, CEO-GHIAL, said, “An airport’s foremost responsibility is to improve facilities for passengers and offer them a convenient and comfortable transit. We are happy that RGIA excelled in all major parameters under ASQ ratings. We are working hard to make RGIA the best airport in the region and are pleased that our perseverance has borne results. This is no ordinary achievement and would not have been possible without the active involvement of all members of the RGIA family. GHIAL especially commends the contributions made by agencies like Customs, Immigration, BCAS and CISF. Also, immense efforts have been put in by other stakeholders like the airlines, concessionaires, ground handlers and other support staff. GHIAL also acknowledges each partner, namely Govt of AP and Airports Authority of India who have been steady pillars of support through the entire journey.”
RGIA recently has completed its second phase of modification of the terminal building and has consistently been enhancing passenger facilities and exploring new avenues to escalate the feel good factor for passengers transiting through RGIA. In the modified terminal, plush new world-class retail and F&B outlets have been set upoffering a wide array of products for passengers matching world class standards, at city prices! The third phase of modification happening at the international side is also progressing at a fast pace.
As the ASQ revolves around customer centricity, DIAL also remains committed to driving customer centric culture, thereby providing world class facilities in the Airport premises, uninterrupted comfort & timely services and upholding an interactive & courteous attitude towards customers. It is worthwhile mentioning here that in the CY’12, DIAL has managed to maintain OTP of 80% which is a substantial improvement over the past. IGIA has now reaffirmed its position as the premier airport in the country and the true gateway to India. The airport now boasts of an annual passenger capacity of over 60 million, including the state of the art Terminal-3 (T3). 34.2 million passengers passed through IGIA in 2012 CY. The airport also handled almost 550,000 tonnes of cargo and over 3,00,000 aircraft movements during the same period.
Like GHIAL, DIAL too commends the efforts made by agencies like the Customs, Immigration and the Central Industrial Security Force. Also, immense effort has been made every business partner like the airlines, concessionaires, BCAS, various service providers and support staff. DIAL also acknowledges its shareholders, namely, Airports Authority of India, Malaysian Airport Holdings Berhad and Fraport AG who have been steady pillars of support always.
About the ASQ Awards
Since its creation in 2006, the ASQ Awards have become the world’s leading airport passenger satisfaction benchmark with over 275 airports participating. The ASQ Awards recognize and reward the best airports in the world based on ACI's ASQ passenger satisfaction survey and represent an opportunity to celebrate the commitment of airports worldwide to continually improve the passenger experience.