Mumbai. 28 October 2020. The second phase of the Restart Feedback survey conducted by Chhatrapati Shivaji Maharaj International Airport (CSMIA) in September 2020 revealed a boost in passenger confidence towards air travel and highlighted how passengers are finding CSMIA to be a haven to transit. With the ease in restrictions and state borders being opened in the country, Mumbaikars have welcomed the relaxation in norms by starting to travel for business and leisure.
In a bid to curb the spread of the virus, CSMIA has been adhering to governmental norms and regulations specifically around the permitted number of flight movements per day. Between May – September, the increase in the permitted flights per day has resulted in an increase in passenger traffic at the airport. After months of lockdown & remote working, the relaxation of state-quarantine norms for travellers has received a welcome development for corporates. The survey conducted by the airport revealed a revival in business and leisure travel of passengers travelling through CSMIA.
Furthermore, states such as Goa, Kerala and Uttarakhand amongst others have opened their borders completely for tourism and are allowing passengers to visit with minimal restrictions. Passengers from CSMIA travelling to these states are on the rise as they are accepting travellers without any COVID test or registration. With the increase in passenger travel, the survey revealed 61.8% of passengers ready to travel again in the coming month for leisure and business travel.
With the increase in the number of passengers transiting through CSMIA, the airport also observed a rising interest and comfort in availing food and beverage services at the airport. The study showcased 11.1% increase in passengers availing the F&B services at the airport from the period of July to September. Passengers have also shared positive feedback highlighting their comfort in visiting the food outlets at the airport as the survey revealed an increased comfort amongst passengers in availing dine-in as compared to takeaway. The survey has also revealed an increase of confidence in shopping at the airport with most passengers rating their retail experience as ‘Excellent’.
Moreover, the safety and hygiene measures adopted by CSMIA has been an essential aspect for travellers during COVID-19, and 84.2% passengers gave the airport a 5-star rating, on a scale of 1-5, for its overall airport safety and hygiene experience. Approximately 84.5% of passengers who had flown in the month of September were more confident travelling by air; the study revealed that 99.8% found air travel to be safer than bus and trains and 99.9% passengers said they would prefer to travel from CSMIA again. The survey also disclosed how passengers are finding the airport safe and efficient for their transit where 81.5% gave the airport a 5-star rating for the terminal gate experience, 79.9% for the Security check experience and 75% for the Baggage drop experience.
CSMIA initiated the Restart Feedback Survey to understand passenger sentiments and requirements towards travel, particularly by air, amid the COVID-19 pandemic. The airport continues to undertake all efforts to ensure the wellbeing of its passengers while maintaining international level standards of safety and hygiene. CSMIA was the first Indian Airport to be accredited under the Airport Council International’s (ACI) Airport Health Accreditation (AHA) programme for the measures adopted by the airport in light of the pandemic. The second phase of the survey further reaffirms the airport’s vision of enhancing passenger travel to and from Mumbai as the most desirable and elevating experience.