Sardar Vallabhbhai Patel International (SVPI) Airport, operated by Adani Airport Holdings Limited, a subsidiary of Adani Enterprises Ltd., the flagship incubator of the globally diversified Adani Portfolio, has achieved another significant milestone in its journey toward customer service excellence. Today, SVPI Airport has been awarded the prestigious Level 5 Accreditation in Airport Customer Experience by Airports Council International (ACI), advancing from Level 4 Accreditation received in June 2025.
This recognition places SVPI Airport among a select group of airports globally that have attained the highest level of customer experience accreditation, demonstrating a sustained commitment to delivering exceptional, passenger-centric experiences across every stage of the airport journey. The accreditation assesses airports across multiple domains, including customer understanding, strategy, measurement, governance, airport culture, service design and innovation, and airport community collaboration.
Over the past year, SVPI Airport has strengthened its customer experience framework through innovative passenger engagement programs, future-focused service design, stakeholder collaboration, employee experience initiatives, and digital innovations. These efforts have further elevated the passenger journey while reinforcing a culture of continuous improvement and service excellence.
Key Initiatives Driving SVPI Airport’s Level 5 Accreditation:
Customer-Centric Service Innovation
• Enhanced lounge access through digital and self-service solutions.
• Introduced real-time passenger feedback mechanisms across key touchpoints.
• Strengthened passenger convenience through smart dining and digital service offerings.
Digital Transformation
• Launched 24X7 AI Call center dedicated for passenger queries & complaints.
• Expanded passenger-facing digital services through Adani One App, AI-powered assistance, Seamless Immigration with Biometric Kiosks, and smart airport initiatives.
• Enabled seamless travel through digital payments, smart feedback systems, and improved connectivity solutions.
Passenger Experience & Infrastructure Enhancements
• Upgraded Domestic lounges, seating areas, wayfinding systems, accessibility infrastructure, and terminal amenities.
• Expanded the T2 Entry Lanes from 5 to 11 Lanes to ease the traffic peak hour handlining capabilities.
• Expanded T2 Exit lanes from 5 to 10 to improve the traffic handling capabilities.
• Enhanced facilities for senior citizens, PRMs, and families to promote inclusive travel experience.
Customer Engagement & Sense of Place
• Introduced cultural, festive, and experiential initiatives that celebrate the spirit of Gujarat and enhance passenger engagement.
• Strengthening the airport’s identity as a welcoming and experience-led destination.
Employee & Airport Community Engagement
• Promoted employee wellness, engagement, and capability-building initiatives.
• Fostered collaboration across airport stakeholders to deliver a seamless end-to-end customer experience.
Retail, Dining & Lifestyle Offerings
• Operationalization of Maison Twenty Seven- By Bastian-spanning 56000 Sq fts, claiming one of the Largest Restaurant of Gujarat.
• Expanded retail and food & beverage options, blending local culture with global brands.
• Operationalization of New Food courts & Gourmet dining options in T2
• Enhanced commercial offerings to create a vibrant and customer-focused airport environment.
This Level 5 accreditation is a testament to SVPI Airport’s commitment to putting passengers at the heart of every decision and the continuous pursuit of excellence in service delivery. The airport continues to serve as a benchmark in India’s aviation sector, consistently innovating to ensure a world-class travel experience. SVPI Airport is proud to serve the people of Ahmedabad and contribute to the city’s growing reputation as a modern, globally connected destination.
