Bengaluru Airport Clinches Global Arrivals Title for Fourth Consecutive Year
Kempegowda International Airport Bengaluru (KIA) has once again secured the prestigious title of 'Best Airport at Arrivals Globally' at the 2025 Airport Service Quality (ASQ) Awards, presented by the Airports Council International (ACI). This marks the fourth consecutive year that the airport has received this distinguished recognition, underscoring its sustained excellence in passenger service.
Recognition Based on Real-Time Passenger Feedback
The award is grounded in real-time passenger feedback collected through globally standardized in-journey surveys conducted under ACI’s ASQ programme. This programme is widely regarded as the world’s leading benchmark for assessing airport customer experience, making the accolade a significant testament to KIA's operational standards.
Officials attribute this recognition to KIA's ongoing efforts to streamline the arrivals process across both Terminal 1 and Terminal 2. These initiatives have focused on ensuring faster processing times and a smoother passenger flow, directly enhancing the overall travel experience.
Notable Improvements in Passenger Satisfaction Scores
Passenger satisfaction metrics have shown consistent improvement, with the airport’s overall customer rating increasing from 4.98 in 2024 to a perfect 5.00 in 2025. This perfect score highlights significant gains in passenger perception and service delivery.
Several key service parameters recorded notable enhancements between 2024 and 2025:
- Wi-Fi Services: Improved from 4.46 to 4.94, representing the largest increase among all categories.
- Flight Display Information at Baggage Carousels: Rose from 4.83 to 4.96.
- Availability of Trolleys: Increased from 4.86 to 4.97.
- Comfort of Waiting Areas: Improved from 4.86 to 4.97.
Operational Touchpoints Show Significant Gains
Operational aspects related to passenger movement also demonstrated marked improvements:
- Walking Distance Inside the Terminal: Enhanced from 4.82 to 4.92.
- Waiting Times: Saw improvements across multiple stages:
- Baggage Reclaim: 4.78 to 4.86
- Deboarding Aircraft: 4.90 to 4.97
- Immigration Clearance: 4.91 to 4.98
- Wayfinding and Signage: Passenger feedback improved from 4.91 to 4.98.
Coordinated Efforts Drive Enhanced Passenger Experience
According to Bangalore International Airport Limited (BIAL), the airport operator, these improvements reflect dedicated efforts to optimize the end-to-end arrivals journey. This has been achieved through better coordination between airport authorities, immigration services, airlines, and ground handlers, ensuring a seamless transition from aircraft to curb.
Girish Nair, Chief Operating Officer of BIAL, emphasized the importance of predictability, speed, and comfort for arriving travellers. He stated, "For us, every arrival is a moment of responsibility. Travellers value predictability, speed and comfort, and we design our operations to deliver exactly that. By aligning every touchpoint from aircraft to kerb, we ensure a seamless and coordinated arrival experience."
Nair added that retaining the title for the fourth consecutive year highlights the consistent execution by airport teams and operational partners. The airport remains committed to strengthening the overall passenger journey through continuous innovation and service enhancements.
Reinforcing KIA's Position as a Key Gateway to India
This latest recognition further solidifies KIA's ambition to position itself as a premier gateway to India. The airport continues to focus on improving operational efficiency and service delivery for both international and domestic travellers, reinforcing its reputation as a world-class aviation hub.
