Bengaluru: Kempegowda International Airport has once again secured global recognition, retaining the title of "Best Airport at Arrivals Globally" for the fourth consecutive year at the prestigious Airport Service Quality Awards presented by the Airports Council International.
The accolade, announced as part of the 2025 Airport Service Quality (ASQ) Awards, highlights the airport's consistent efforts to deliver a seamless and passenger-friendly arrivals experience. The ASQ programme evaluates airports worldwide based on real-time passenger feedback, making the recognition a strong indicator of travellers' actual experiences at the airport.
The ASQ programme is widely regarded as the aviation industry's most comprehensive and reliable benchmark for measuring airport customer experience. Unlike awards that focus primarily on infrastructure or design, ASQ rankings are based on globally standardised passenger surveys conducted during travellers' journeys.
Passengers evaluate airports across a wide range of service parameters, including overall service quality, comfort and terminal environment, ease of navigation and wayfinding, cleanliness and hygiene standards and operational efficiency and waiting times.
Because the results are drawn directly from passenger responses, the awards are seen as a genuine reflection of how travellers perceive airport services.
According to Bangalore International Airport Limited, passenger feedback highlighted strong performance across arrivals operations at Terminal 1 and Terminal 2 of the Bengaluru airport. Over the past year, the airport has introduced several operational improvements aimed at enhancing passenger convenience and reducing bottlenecks in the arrivals process.
Some of the key upgrades to the airport include faster immigration processing, reducing waiting times for international passengers, improved baggage handling and reclaim efficiency, clearer signage and enhanced wayfinding systems throughout the terminals, improved passenger comfort areas, including seating and facilities and expanded digital services, helping travellers navigate procedures more easily.
These measures have helped create a more predictable and efficient passenger flow, particularly during busy travel periods when airports typically experience higher arrival volumes.
Reflecting these improvements, the airport's overall customer satisfaction score increased from 4.98 to a perfect 5.00, according to the ASQ survey results. The rating indicates exceptionally high levels of passenger approval and consistent service delivery across various aspects of the arrivals experience.
Airport authorities say the recognition reinforces Bengaluru airport's ambition to position itself as one of India's most efficient international gateways, while continuing to invest in operational improvements and passenger comfort.
Strengthening Bengaluru's Global Aviation Profile
With this fourth consecutive ASQ award for arrivals, Kempegowda International Airport further strengthens its reputation as one of the world's most passenger-friendly airports, particularly for travellers entering India.
The recognition also highlights the growing importance of Bengaluru as a major aviation hub, connecting global travellers to one of India's leading technology and business centres.
As passenger traffic continues to rise, the airport operator says it will continue focusing on service innovation, infrastructure development, and operational efficiency to maintain high levels of customer satisfaction.