Bengaluru Airport Achieves ACI’s Level 5 Customer Experience Accreditation

Kempegowda International Airport Bengaluru (BLR Airport)’s achievement of ACI Level 5 Customer Experience Accreditation is a landmark moment, placing it among a very small group of airports worldwide recognized for a fully integrated, mature approach to passenger experience.

Highest Standard:
Level 5 is the top tier in ACI’s framework, signifying excellence across customer insight, strategy, service design, operations, culture, and collaboration.

Rigorous Validation:
BLR underwent a comprehensive review process, demonstrating alignment with global best practices.

Passenger-Centric Design:
Initiatives like Digi Yatra, accessibility programmes, and enhanced amenities ensure seamless journeys.

Employee Engagement:
Airport-wide employee experience surveys and workshops embed service excellence across the ecosystem.

Leadership Perspective
- Hari Marar (MD & CEO, BIAL): Emphasized that customer experience is woven into BLR’s design, operations, and collaborations, with Level 5 accreditation reflecting discipline and consistency.

- Justin Erbacci (ACI World DG): Praised BLR for its strong commitment to evolving traveller expectations and advancing excellence in airport customer experience.

This milestone not only strengthens BLR’s reputation as India’s premier passenger-focused airport, but also positions it as a global benchmark for intuitive, consistent, and empathetic travel experiences.