Thiruvananthapuram International Airport has received important global recognition for the way it looks after its passengers. The airport has been awarded Level 3 accreditation for Customer Experience by Airports Council International (ACI), one of the world’s leading aviation bodies.

This is a major upgrade for the airport, as it was earlier at Level 2 since July 2024. The new Level 3 status places Thiruvananthapuram among a select group of airports worldwide that follow well-structured, passenger-focused service systems.

What is ACI Customer Experience Accreditation?

The Airport Customer Experience Accreditation is a global programme created by Airports Council International (ACI) to help airports improve how passengers are treated and how smoothly their journey flows, from entry to boarding and beyond.

Instead of looking only at facilities, the programme studies how airports plan, manage, measure and continuously improve the overall passenger experience.

The accreditation has multiple levels, and Level 3 means the airport now has a proper, structured and well-monitored system in place to manage passenger experience across departments.

What does Level 3 mean for passengers?

Level 3 shows that Thiruvananthapuram Airport is no longer making improvements only as individual actions, but is now following a formal customer experience strategy. This means that the airport has very clear service standards for passengers, with passenger feedback regularly collected and studied. Passenger problems are identified and corrected through proper processes, different departments work together to improve comfort and flow and all the improvements are based on real passenger needs and behaviour.

In simple words, it means the airport is now planning passenger comfort in a more professional and consistent way, not just through occasional upgrades.

Over the last few years, the airport has introduced several passenger-friendly upgrades, including additional retail and food outlets, giving travellers better shopping and dining choices, Digi Yatra, allowing faster biometric-based entry and security checks, Fast Track Immigration (FTI-TTP) for quicker clearance for eligible passengers, E-gates for smoother passenger flow and automatic cleaning robots made in India, improving cleanliness and hygiene.

These steps have helped reduce waiting times, improve comfort and make travel smoother, especially during peak hours.

According to airport officials, many of these upgrades were introduced after studying passenger behaviour, feedback and operational challenges. Several changes have been made gradually to improve movement, cleanliness, services and overall convenience.

The new Level 3 accreditation confirms that Thiruvananthapuram Airport is now following international best practices in managing passenger experience.

With this recognition, Thiruvananthapuram International Airport strengthens its position as one of Kerala’s most important aviation gateways. The accreditation also reflects the airport’s commitment to offering a safer, faster and more comfortable travel experience in line with global standards.