Kempegowda International Airport Bengaluru (BLR Airport) has achieved Level 5 accreditation under the Airports Council International (ACI) The Customer Experience Accreditation programme is the highest recognition within the global framework, effective April 1, 2026.
The ACI Airport Customer Experience Accreditation Programme is the only global framework offering a comprehensive, end-to-end assessment of customer experience management across airports. It evaluates key areas including customer insight, strategy, service design, operations, culture, and cross-functional collaboration. The framework spans five progressive levels, with Level 5 representing the most mature and fully integrated approach to passenger experience.
BLR Airport’s recognition follows a rigorous review process and reflects strong alignment with global standards. The airport has embedded customer experience as an organisational priority, supported by leadership-led passenger engagement, employee capability-building, digital innovations such as Digi Yatra, and inclusive accessibility programmes.This is reinforced through structured customer insight programmes, including leadership-led passenger engagement, employee involvement and capability-building initiatives such as airport-wide Employee Experience surveys, and comprehensive passenger research through satisfaction surveys, observations, shadowing, journey mapping, persona development, focus groups, and employee workshops,enabling deep analysis of Airport Service Quality (ASQ) insights and data-driven decision-making.
Hari Marar, MD & CEO of Bangalore International Airport Limited (BIAL), credited the achievement to the collective effort of the airport community, reaffirming the airport’s commitment to delivering consistent, intuitive, and differentiated experiences for global travellers.
With this milestone, BLR Airport joins a select group of airports worldwide recognised for their seamless, passenger-centric approach to service excellence.
