AAI Airports undertake Comprehensive Facility and Service Quality Audit

Airports Authority of India (AAI) has carried out a nationwide audit of passenger facilities and service quality across its airports as part of the Yatri Seva Abhiyan 2026, an initiative under the Ministry of Civil Aviation.

Focus Areas of the Audit
The assessment reviewed key passenger-facing services and infrastructure, including:
- Cleanliness and housekeeping standards
- Passenger seating availability and condition
- Airport signage and wayfinding
- Drinking water facilities
- Restrooms and sanitation
- Baggage-related services
- Digital and self-service facilities
- Food and beverage (F&B) outlets

Airport teams evaluated the availability, functionality, accessibility, and overall quality of these services to ensure a consistent passenger experience.

Emphasis on Accessibility
Special attention was given to facilities and services for Persons with Reduced Mobility (PRMs). The audit examined:
- Accessibility infrastructure
- Parking and airport connectivity
- Security facilitation
- Staff behavior and assistance
- Ease of navigation through the airport

The objective was to identify gaps and improve the travel experience for passengers requiring additional support.

Review of Earlier Observations
The exercise also verified progress made on issues identified during previous phases of the campaign. Using a consolidated checklist, airport authorities reviewed whether corrective measures had been implemented and whether earlier observations had been successfully resolved.

Passenger Feedback Included
A key component of the audit was direct passenger engagement. Airport teams:
- Collected passenger feedback and observations
- Documented interactions with travelers
- Recorded before-and-after evidence of improvements
- Consolidated findings to support future corrective actions

Objective
The initiative aims to strengthen service quality, improve accessibility, and drive continuous enhancement of airport facilities across the AAI network.

Key Takeaway
The nationwide audit reinforces AAI's commitment to improving passenger experience through regular assessments, accountability, and infrastructure upgrades. By focusing on service quality, accessibility, and passenger feedback, the Yatri Seva Abhiyan 2026 continues to advance its guiding principles of “Seva and Sankalp” and “Service with Smile,” placing traveler comfort and satisfaction at the center of airport operations.