MEDIA RELEASE

GMRledDelhiAirportachievesWorldno.2positioninthehighestcategoryof
AirportServiceQualityAwards2016

SteeptrafficgrowthtakesIGIAintoover40millionpassengersperannumcategoryofairports
AirportServiceQuality(ASQ)scoreimprovesfrom4.96in2015to4.99in2016
IGIAwasWorldsNo.1airportfor2consecutiveyears(2014and2015)in2540MPPAcategory

NewDelhi,March6,2017:DelhiInternationalAirport(P)Ltd,aGMRledconsortium,todayannouncedthatIndira
GandhiInternationalAirport(IGIA)hasbecomeworldsnumber2airportinthehighestcategoryover40million
passengersperannum(MPPA)asperAirportsCouncilInternational(ACI)ASQ2016rankings.
DIALsASQscorealsoincreasedsubstantiallyfrom4.96in2015to4.99in2016thathelpedIGIAscaleoverseveral
otherairportsandattainthesecondpositionglobally,onlyafterIncheon,SouthKorea.
Thisachievementmarksasignificantimprovementfromthepreviousyearsrating,wheretheairportwasNo.1in
asmallercategoryof2540millionpassengersperannumandno.6globally.DelhiAirporthasnowjoinedtheelite
clubofinternationalairportshandingover40MPPA.
TheairporthasrecordedsubstantialimprovementaftertheGMRledconsortiumtookovertheoperationsin2006.
Fromtheverylowpositionof101ranking,DIALmaderapidprogressovertheyearsinenhancingtheIGIAirports
servicequalityandcustomersexperience.In2011,theairporthadachievedthepositionofworldsnumber2,
whichitretainedforthreeconsecutiveyearstill2013.In2014itsteppedupitspositiontoworldsno.1rankinthe
2540MPPAcategoryandretainedtherankin2015withscoreof4.96inASQsurveyonscaleof1to5.

Commentingontheannouncement,Mr.IPrabhakaraRao,CEODIAL,saidASQratingsareagreatopportunity
forustocontinuouslyrefineourservicequalitylevels.WeareexcitedtobeadjudgedbyACIasgloballyno.2inthe
highest category of 40 million and above passengers. Our focus has always been on enhancing customers
experience. As we witness robust growth, we look forward to strong collaboration and support of airport
stakeholdersaswellasourpassengers.WearenowgearedtoundertaketheexpansionworksatDelhiAirport.
IGIAMasterPlan2016willfurtherenhancetheexperienceofourpassengersandcreatenewbenchmarkforthe
aviationcommunityworldwide.
Hefurtheradded,Beingthecountryscapitalairport,theexpectationsandaspirationsofpassengersarequite
high.Weappreciatethisfactandwediligentlyworktowardscreatingauniqueexperienceeachtimeapassenger
comestoIGIA.Sofarwehavetrainedaconsiderablenumberofalmost50,000airportstaffinabout3000training
sessionsinvariousdisciplines.Nothingcomparestoanefficientandacourteousserviceattheairportandhence
1

mostofourtrainingsarerelatedtosoftskills.Webelievethatbesidesachievingapassengerdelight,wehavealso
beeninstrumentalinfuelingthegrowthofinboundtourism.Ascustodiansofthenationalasset,westaycommitted
towardsNationBuilding.

AngelaGittens,DirectorGeneral,ACIWorld,said:WecongratulateDelhiAirportfordedicatingitselftodelivera
stellar customer experience. Promoting a culture of continuous service improvement has become a matter of
gaining competitive advantage and optimizing nonaeronautical revenue performance. ACI proudly recognizes
theseaccomplishmentsandwelookforwardtoseekingmoreeffective,efficientandprofitablewaysofservingthe
flyingpublictogether.

ASQistheonlyworldwideprogrammetosurveypassengersattheairportontheirdayoftravel.Everyyearthe
programmedeliverssome6,00,000individualsurveysin41languagesin84countries.Itmeasurespassengers
viewsof34keyperformanceindicatorsincludingairportaccess,checkin,securityscreening,restrooms,storesand
restaurants.Eachairportusestheexactsamesurvey,creatinganindustrydatabasethatallowsairportstocompare
themselvestootherairportsaroundtheworld.TheASQprogrammealsohasafeaturethatfacilitatessharingof
bestpracticesamongairportoperators.

TheASQawardsarepresentedtothoseairportswhosecustomershaveratedthemthehighestoverthecourseof
theyear.Thecategorieshavebeendesignatedtorecognizetheachievementsofairportsofdifferentsizesandin
differentgroups.TheASQAwardsceremonywillbeheldatthe27thACIAfrica/WorldAnnualGeneralAssembly
conference&exhibitioninPortLuis,Mauritius,16th18thOctober2017.

NoteforEditors:
RankedNo.1in2540MPPAcategoryworldwidein2014&2015.
ImprovesfromNo.2rankin2011,2012&2013.
DelhiAirporthas128destinations.68Internationaland60domestic.
DelhiAirportisservedby11domesticand51foreigncarriers.
Handled82ATMsperhour,highesteverinIndia.
FirstairporttohostandsustaincommercialA380andA350flights
HubforAirIndia,IndiGo,Vistara,SpiceJet.
DACDMimplementedleadingtosubstantialcostsavingsandimprovementinOTPforallairlines.
Averageof1124flightmovementsaday

AboutDIAL
TheGMRGroupled,DelhiInternationalAirport(P)Ltd(DIAL)isaconsortiumcomprisingofGMRGroup,AirportsAuthorityofIndia
andFraport.Theconsortiumhasamandatetofinance,design,build,operateandmaintaintheDelhiAirportfor30yearswithan
optiontoextenditbyanother30years.IthastrulyproventobeashiningexampleofPublicPrivatePartnership(PPP)andMakein
India.DelhiAirporthasbeenadjudgedasWorldNo.1AirportbyAirportsCouncilInternationals(ACI)fortwosuccessiveyears
2014&2015inthecategoryof2540millionpassengersperannum(mppa).DIALcompletedthemodernizationofDelhisIGIAirport
includingthecommissioningofTerminal3(T3)Indiaslargestbuildingpostindependenceinarecordtimeof37months.

ThepassengerTerminalsmanagedbyDIALarerecognisedfortheirstateoftheartinfrastructure,designandoperationalefficiency.
T3servesasahubformanycarriersandhastrulyredefinedthewayIndianpassengersfly.DelhiAirportisaleadingIndianairport
bothinPassengerandCargocapabilitieswithanannualtrafficof48.4mppaandCargotonnageofover0.76milliontons.
DIALlaysstrongemphasisongreensustainabletechnologiesandhaswonnumerousawardsandrecognitionsfortheenvironmental
sustainabilityinitiatives.ForfurtherinformationaboutDIAL,visithttp://www.newdelhiairport.in/

AboutGMRInfrastructureLimited

GMR Group is a leading global infrastructure conglomerate with interests in Airport, Energy, Transportation and Urban
Infrastructure.Thegrouphasfifteenpowergenerationprojectsofwhichtenareoperationalandfiveareunderdevelopmentand
constructionstages.Besides,ithassevenoperatingroadassetsandadoublerailtracklinebetweenMughalsaraiNewBhaupur
(Kanpur)ofEasternDedicatedFreightCorridorisunderdevelopment.

GMRGroupdevelopedandoperatesIndia'sbusiestIndiraGandhiInternationalAirportinNewDelhiandRajivGandhiInternational
Airport at Hyderabad. It has recently won the concession to develop and operate Goas Greenfield Airport at Mopa. GMR
InfrastructureinpartnershipwithMegawideConstructionCorporationisdevelopingMactanCebuInternationalAirport(MCIA)in
Philippines. The Group is also developing two Special Investment Regions at Krishnagiri and Kakinada and India's largest Smart
AirportCitynearHyderabadInternationalAirport.

GMR Group, through its Corporate Social Responsibility arm, GMR Varalakshmi Foundation, carries out communitybased
developmentinitiativesat29locationsinIndiaandNepalintheareasofeducation;health,hygieneandsanitation;empowerment
andlivelihoods;andcommunitydevelopment.

ForfurtherinformationaboutGMRGroup,visit http://www.gmrgroup.in/index.html

For Further Information, please contact:

Yuvraj Mehta Subhendu Ray
Group Head & VP Corporate Communications Senior Lead - Corporate Communications
Email: yuvraj.mehta@gmrgroup.in Email: Subhendu.ray@gmrgroup.in
Mobile: 8588888272 Mobile: 99715440111