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GMR Hyderabad International Airport receives ACI World’s ‘Voice of Customer’ Recognition For The Second Time In a Row

  • 2022-02-10

GMR Airports-run Rajiv Gandhi International Airport (RGIA) in Hyderabad has received the ACI World’s (Airports Council International) prestigious “Voice of Customer” recognition for the second time in a row.

The prestigious award has been conferred on for their continuous efforts to listen to their passengers, engage and gather feedback to understand their needs and address their concerns during the COVID-19 pandemic in the year 2021.

During these testing times, when new variants of Covid-19 are emerging, airport operators need to address the challenges with a quick turnaround time, without compromising on the quality of services offered. With the optimal use of resources and technology, GMR Airports-run Rajiv Gandhi International Airport (RGIA) has ensured compliance to all mandatory Covid protocols in the interest of passenger safety.

Since the beginning of the pandemic, Hyderabad International Airport has implemented several passenger-friendly measures such as contactless elevators, contactless information desks, contactless boarding facilities, the promotion of digital transactions, UV sanitization of passenger baggage to name a few.

Mr. Pradeep Panicker, CEO - GMR Hyderabad International Airport, said, “We are honoured to receive this recognition for the second time in a row.  We owe this to the support and collaboration of all our stakeholders who made it possible. A committed effort towards passenger confidence in air travel was the need of the hour during the challenging times of the pandemic. In collaboration with the Govt. of Telangana, we introduced many initiatives like Special Police Officers to enforce Covid protocols at the airport, enhanced passenger safety through Video Analytics, additional RT-PCR testing lab to ensure passengers waiting time at the terminal is minimal, etc. The safety and security of passengers is always prime focus, and we continue to passenger-friendly initiatives.”

GMR Airports-run Indira Gandhi International Airport (IGIA) in New Delhi also received the ACI World’s (Airports Council International) prestigious “Voice of Customer” recognition for the second time in a row.


DIAL and GHIAL have also won the coveted ACI’s Airport Service Quality (ASQ) Awards for 2020. Delhi’s Indira Gandhi International Airport has emerged as the ‘Best Airport by Size and Region’ in the category of over 40 Million Passengers Per Annum (MPPA) and Hyderabad Airport in its category of 15-25 Million Passengers Per Annum (MPPA). ASQ is the world’s leading airport passenger service and benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport. 

Airports Council International (ACI), the trade association of the world’s airports, was found to foster cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association, and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient, and environmentally sustainable.

GMR Hyderabad International Airport Ltd.
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