AAI's Airports Earn Enhanced Passenger Satisfaction

The airport authority of India's latest survey has seen Madhya Pradesh top the charts, and the Northeast also get its share of the bouquet. A special report

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The Airports Authority of India (AAI) has released its Customer Satisfaction Survey (CSS) for January-June 2025, crowning Bhopal, Khajuraho, and Udaipur airports as top performers, each securing a flawless 5/5 rating based on direct passenger feedback across 60 of the 62 AAI-managed airports, while Agartala's Maharaja Bir Bikram (MBB) Airport topped the Northeast with a 4.77 score, ranking 15th nationally.

The survey looked at 33 different aspects of airport service, including parking, ground transport, baggage carts, and the behaviour of staff. Bhopal airport improved in nearly every area. Also, the survey is not based on appearance alone. Passengers gave feedback on real experiences—security checks, cleanliness, food quality, WiFi, staff behaviour, and more.

The AAI Customer Satisfaction Survey (CSS) is a passenger feedback survey conducted by the Airports Authority of India (AAI). It helps evaluate how satisfied travellers are with the services provided at AAI-operated airports across the country.

The survey covers over 30 key aspects of the airport experience. These include cleanliness, security checks, staff behaviour, the check-in and boarding process, parking, baggage handling, and access to public transport. It also looks at the availability and quality of food, shopping options, internet speed, seating arrangements, and washroom conditions. Passengers also rate how clear and useful the information displays are inside the airport.

AAI conducts this survey twice a year at more than 60 airports. Passengers are asked to provide feedback at the end of their journey. Each airport is rated on a 5-point scale, with 5.00 being the highest. The average scores are then used to rank the airports based on overall customer satisfaction.