Bengaluru’s Kempegowda International Becomes First Indian Airport to Achieve ACI Level 5 Customer Experience Status
BENGALURU: In a historic milestone for Indian aviation, Bengaluru’s Kempegowda International Airport (KIA) has officially secured Level 5 accreditation under the Airports Council International (ACI) Customer Experience Accreditation programme. This achievement marks the highest possible recognition in the global framework, distinguishing Bengaluru as a world leader in passenger-centric operations.
The Gold Standard of Passenger Experience
The Level 5 accreditation is not merely a badge of service quality; it signifies that an airport’s corporate strategy is entirely synonymous with its customer experience goals. To reach this tier, Bangalore International Airport Limited (BIAL) underwent a comprehensive audit across eight core domains, including customer understanding, strategy, measurement, and service design innovation.
By reaching the pinnacle of the ACI framework, KIA joins an elite group of global airports that have successfully integrated complex technology with a “human-in-the-loop” service philosophy.
Double Level 5: A Rare Global Feat
The timing of this recognition is particularly noteworthy. This newest accolade completes a “Double Level 5” status for the airport, which had previously achieved Level 5 in ACI’s Airport Carbon Accreditation in 2024.
While the previous award focused on KIA’s net-zero transition and sustainability, the new Customer Experience Accreditation validates the seamlessness of the physical journey—from the lush, “forest-in-an-airport” aesthetics of Terminal 2 to the efficiency of DigiYatra-enabled biometric boarding.
Industry Impact and Regional Dominance
The news follows closely on the heels of the 2026 Skytrax World Airport Awards, where Bengaluru was once again crowned the ‘Best Regional Airport in India & South Asia.’
“This accreditation is a testament to our relentless pursuit of excellence,” said a senior BIAL representative. “Level 5 means our commitment to the passenger is woven into every governance decision and community collaboration we undertake.”
What This Means for Travelers
For the 43.82 million passengers who passed through KIA in 2025, this accreditation translates to tangible benefits:
- Reduced Wait Times: Enhanced operational improvement protocols.
- Personalised Service: Data-driven customer understanding used to refine terminal facilities.
- Consistent Excellence: Level 5 requires rigorous governance to ensure high standards don’t fluctuate during peak travel seasons.
As Bengaluru continues to expand its international footprint, this Level 5 status positions the city as a premier global transit hub, setting a new benchmark for other Indian metros to follow.
