Mangaluru International Airport bags prestigious ACI Level 5 Accreditation for customer experience
Mangalore Today News Network
Mangaluru, Jul 15, 2026: In a major milestone for Indian aviation, Mangaluru International Airport (MIA) has officially secured the prestigious Level 5 Accreditation under the Airports Council International (ACI) Airport Customer Experience Accreditation Programme.
Level 5 is the highest tier of recognition globally for airport customer experience management, positioning MIA among an elite group of international aviation hubs.
With this achievement, MIA becomes only the fourth airport in India to reach this level. It joins Mumbai and Ahmedabad as the third airport under the Adani Airport Holdings Limited (AAHL) network, and Bengaluru’s Kempegowda International Airport as the second in Karnataka to hold the distinction.
A Rapid Rise to Global Standards
MIA’s ascent to the pinnacle of customer service has been remarkably swift. The airport has climbed from Level 3 to Level 5 in just over 30 months:
* February 2024: Secured Level 3 Accreditation.
* July 2025: Upgraded to Level 4 Accreditation.
* July 2026: Achieved the ultimate Level 5 Accreditation.
According to aviation experts, this rapid progression reflects a deeply embedded, organization-wide commitment to prioritizing passenger satisfaction at every touchpoint.
What Level 5 Accreditation Signifies
The ACI program is the industry’s sole global framework evaluating how airports integrate customer experience into their strategy, governance, culture, operations, and service delivery.
Level 5 accreditation is reserved for airports that successfully foster a collaborative ecosystem. Rather than focusing solely on airport management, it requires all key stakeholders—including the Central Industrial Security Force (CISF), Customs, Immigration, and individual airlines—to actively contribute to a seamless passenger journey.
"This recognition reflects the collective efforts of our employees, stakeholders, and partners who share a common vision of delivering exceptional experiences to every passenger," an MIA spokesperson said in a statement. "As the third airport in the AAHL network to attain this distinction, we remain committed to continuously raising the bar."
Key Drivers Behind the Success
MIA’s transformation is credited to several key strategic and technological initiatives:
* Digital Innovation: The deployment of the Aviio app—a pioneering digital initiative in Indian aviation designed to minimize travel friction and streamline passenger flow.
* Unified Governance: Integrating customer-centric practices directly into business strategies and daily operational decisions.
* Stakeholder Integration: Establishing close synergy between airport staff, security agencies, airlines, and concessionaires to ensure a smooth end-to-end transition for travelers.
* Infrastructure Upgrades: Continuous improvements in airport accessibility, wayfinding, and passenger comfort zones.
* Feedback Loops: Implementing robust, real-time passenger feedback systems to drive ongoing service refinements.
This milestone firmly establishes Mangaluru International Airport’s reputation on the global stage, aligning local operations with international best practices in aviation hospitality.