Blitz Bureau
NEW DELHI: Ahmedabad’s Sardar Vallabhbhai Patel International (SVPI) Airport has become the third airport in India to receive the Airports Council International (ACI) Level-5 Airport Customer Experience Accreditation, marking the highest level of recognition under the global body’s customer experience programme.
The accreditation, awarded on July 14, upgrades the airport from Level 4 status, which it received in June last year.
The Level 5 certification recognises airports that demonstrate a mature, organisation-wide approach to customer experience through strategy, governance, service design, innovation, stakeholder collaboration and continuous improvement. SVPI Airport is operated by Ahmedabad International Airport Limited under Adani Airport Holdings Limited. Among the initiatives cited were expanded digital and self-service lounge access, real-time passenger feedback systems and smart dining services.
The airport also launched a 24- hour AI-powered call centre for passenger enquiries and complaints, while expanding digital services through the Adani One app, AI-assisted passenger support, biometric immigration kiosks and other smart airport technologies.
Infrastructure upgrades included the refurbishment of domestic lounges, additional seating, improved wayfinding, accessibility enhancements and upgraded terminal amenities.
