Bengaluru airport named ‘Best Airport at Arrivals Globally’ for 4th consecutive year

BENGALURU: Kempegowda International Airport Bengaluru (KIA) has been ranked the ‘Best Airport at Arrivals Globally’ at the 2025 Airport Service Quality (ASQ) Awards presented by the Airports Council International (ACI), marking the fourth consecutive year the airport has received the recognition.The award is based on real-time passenger feedback collected through globally standardised in-journey surveys conducted under ACI’s ASQ programme, widely regarded as the world’s leading benchmark for airport customer experience.Officials said the recognition reflects KIA continued efforts to streamline the arrivals process across Terminal 1 and Terminal 2, ensuring faster processing times and a smoother passenger flow.

Passenger satisfaction scores have also shown improvement. The airport’s overall customer rating increased from 4.98 in 2024 to a perfect 5.00 in 2025, indicating consistent gains in passenger perception.Several service parameters saw notable improvement between 2024 and 2025. Passenger feedback showed Wi-Fi services improved from 4.46 to 4.94, the largest increase among all categories. Ratings also rose for flight display information at baggage carousels (4.83 to 4.96), availability of trolleys (4.86 to 4.97) and comfort of waiting areas (4.86 to 4.97).

Operational touchpoints related to passenger movement also recorded gains. Walking distance inside the terminal improved from 4.82 to 4.92, while waiting times saw improvements across multiple stages — including baggage reclaim (4.78 to 4.86), deboarding aircraft (4.90 to 4.97) and immigration clearance (4.91 to 4.98). Passenger feedback on wayfinding and signage also improved from 4.91 to 4.98.According to airport operator Bangalore International Airport Limited (BIAL), these improvements reflect efforts to optimise the end-to-end arrivals journey through better coordination between airport authorities, immigration, airlines and ground handlers.Girish Nair, Chief Operating Officer of BIAL, said travellers place high value on predictability, speed and comfort when arriving at an airport.“For us, every arrival is a moment of responsibility. Travellers value predictability, speed and comfort, and we design our operations to deliver exactly that. By aligning every touchpoint from aircraft to kerb, we ensure a seamless and coordinated arrival experience,” Nair said.He added that retaining the title for the fourth year reflects the consistent execution by airport teams and operational partners, while the airport continues to focus on strengthening the overall passenger journey.The latest recognition further reinforces KIA ambition to position itself as a key gateway to India, while continuing to improve operational efficiency and service delivery for international and domestic travellers.