Thiruvananthapuram Airport Achieves Level 3 Global Customer Experience Accreditation

Thiruvananthapuram International Airport (TRV) has achieved Level 3 accreditation for customer experience from Airports Council International (ACI), an upgrade from Level 2 awarded in July 2024. The recognition underscores the airport’s commitment to enhancing passenger satisfaction and operational efficiency.

The Airport Customer Experience Accreditation is a multilevel programme developed by ACI to guide airports toward excellence in managing customer experiences. Level 3 accreditation is awarded based on key parameters including airport culture, governance, operational improvements, measurement, customer strategy, and understanding passenger needs.

The airport has implemented numerous initiatives to elevate passenger services. These include expanding retail and food counters with better variety, integrating technology such as Digi Yatra for seamless boarding, Fast Track Immigration (FTI TTP), and automatic cleaning systems using “Made in India” robots.

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In addition, the airport has introduced e-gates to reduce wait times and enhance efficiency. Observations and passenger feedback over recent years have informed several operational and infrastructural improvements, ensuring a smoother travel experience for both domestic and international travelers.

Officials highlighted that these upgrades reflect a strategic focus on combining modern technology with customer-centric services. Initiatives aim to make travel faster, safer, and more comfortable, from check-in to boarding, catering to evolving passenger expectations.

The Level 3 accreditation positions Thiruvananthapuram International Airport among the leading airports in India in terms of customer experience. Continued focus on innovation and service quality is expected to further enhance its reputation and provide travelers with a globally competitive experience.

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