Hyderabad, 11 September 2025: GMR Aero led consortium-GMR Hyderabad International Airport Ltd. (GHIAL) has been awarded Level 4 Accreditation in the Airports Council International (ACI) World Airport Customer Experience Accreditation program, joining a select league of global airports recognized for excellence in passenger service.
The recognition highlights the airport’s customer-first focus across four pillars:
- Customer-centric culture across all levels of operations.
- Advanced passenger feedback mechanisms and data-driven service enhancements.
- Collaborative stakeholder engagement to ensure seamless travel experiences.
- Continuous innovation in infrastructure, digital services, and hospitality.
Mr. Pradeep Panicker, CEO–GHIAL, said, “Achieving the Level 4 Accreditation is a testament to our unwavering commitment to placing passengers at the core of our operations. It reaffirms the strategic investments we have made to enhance the travel experience and underscores our position as a global gateway of choice. At GMR Hyderabad International Airport, we remain dedicated to ensuring seamless, efficient, and secure transit while consistently elevating service standards. Our endeavor is to not only meet but to exceed passenger expectations, delivering a world-class experience that reflects both operational excellence and our vision for the future of aviation.”
 |
The ACI World Airport Customer Experience Accreditation program evaluates airports on service delivery, operational efficiency, and passenger satisfaction. Level 4 represents the program’s highest tier, recognizing a mature, proactive approach to customer experience with strong governance, collaboration, and measurable outcomes.
The initiative, developed in partnership with industry experts and aligned with ACI’s Airport Service Quality (ASQ) program, provides airports with a structured framework to continuously enhance customer experience in line with global best practices.
In July 2025, Rajiv Gandhi International Airport (RGIA), built and operated by GMR Hyderabad International Airport Ltd. (GHIAL) was awarded the ACI Accessibility Accreditation – Level 1 by Airports Council International (ACI) World. The prestigious recognition marked a significant milestone in RGIA’s journey toward creating a more inclusive, accessible, and dignified travel experience for all passengers, including those with disabilities and reduced mobility. In March 2025, it was awarded the Airport Service Quality (ASQ) Award for 'Best Airport in the 15 to 25 Million Passengers Per Annum (MPPA)' in the Asia-Pacific region for 2024.
About GMR Airports Limited (Formerly GMR Airports Infrastructure Limited)
GMR Airports Limited (GAL) is a leading global airport platform company with over two decades of experience in designing, constructing, and operating world-class sustainable airports. Under the brand name “GMR AERO”, it offers pioneering aviation solutions in retail, aero services, and real estate. Groupe ADP joined the journey in 2020 as a strategic partner and is now a co-promoter in GAL.
As a platform business, GAL also provides a range of aero services including Duty Free, Retail, F&B, Cargo, Car Parking, O&M, and PMC services. Through its innovative Aerotropolis concept, it develops cutting-edge airport cities giving shape to best-in-class real estate developments in South Asia. GAL operates India's largest third-party Maintenance, Repair, and Overhaul (MRO) facility through its subsidiary, GMR Air Cargo and Aerospace Engineering Limited ensuring operational excellence across the Asia Pacific region.
GMR Innovex, a GMR Group entity, is developing and introducing a range of digital solutions to enhance the passenger journey and airport experience. Through GMR Aero Academy and GMR School of Aviation, the company is creating the talent pool necessary to drive the growth of the aviation sector in India (the third largest in the world).
As the largest private airport operator in Asia and the second-largest globally, GAL served over 120 million passengers in FY25 with a steadfast commitment to excellence in airport management as reflected in its consistent rankings for services by ACI and Skytrax. With a robust presence in India and Southeast Asia, the company operates key gateways such as Delhi, Hyderabad, Goa, and Medan airports, while extending its technical services to Mactan Cebu International Airport in the Philippines. GAL is also developing transformative projects like the greenfield airports in Bhogapuram (Visakhapatnam), India, and Crete, Greece.
As the pioneer of the Aerotropolis concept in India, GMR Airport Land Development is developing vibrant airport cities around Delhi, Hyderabad, and Goa airports, with GMR Aerocity Delhi and GMR Aerocity Hyderabad emerging as landmark business and leisure districts.
GMR Group, the promoter of GAL has a significant presence in Energy, Transportation, Urban Infrastructure, and Sports. Through its CSR arm, GMR Varalakshmi Foundation, GMR supports local communities, reflecting its commitment to improving quality of life by enhancing skills, providing education, and developing healthcare infrastructure and services.
Groupe ADP develops and manages airports, including Paris-Charles de Gaulle, Paris-Orly, and Paris-Le Bourget. In 2024, the group handled through its brand Paris Aéroport 103.4 million passengers at Paris-Charles de Gaulle and Paris-Orly, and nearly 363.7 million passengers in airports in France and abroad. Boasting an exceptional geographic location and a major catchment area, the Group is pursuing its strategy of adapting and modernizing its terminal facilities and upgrading the quality of services; the group also intends to develop its retail and real estate businesses. In 2024, group revenue stood at €6,158 million and net income at €342 million.
For further information about GMR Group, visit http://www.gmrgroup.in
For further details, please contact:
Sangeetha CR
Head - Corporate Communications (GHIAL)
Email: Sangeetha.CR@gmrgroup.in
Mobile: 040 67395630
Aditi Basak
Lead - PR & Communications (GHIAL)
Email: Aditi.Basak@gmrgroup.in
Phone: 9830568840
Mukesh Vadlamani
AM - PR & Communications (GHIAL)
Email: Mukesh.Vadlamani@gmrgroup.in
Phone: 8297006156