CSMIA Adopts 360-Degree Digital Transformation
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Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) commemorates eight illustrious years of operations of the iconic Terminal 2 (T2) on February 12, 2022. On the 8th anniversary of Terminal 2, CSMIA aims to cultivate a landscape of digital empowerment within the aviation industry with the adoption of a complete 360-degree digital approach for airport functions which will benefit all the passengers.
The digital makeover journey is an extension of the said commitment to building on the new dimension of a digital mega-hub that has previously been actualized by several initiatives which have helped e-enable CSMIA’s ecosystem.
From Common Use Self-Service (CUSS) kiosks for passengers to check-in and generate baggage tag themselves, Self-Baggage Drop counters (SBD) to e-gates that allow passengers to scan their boarding pass before proceeding to the security check are just some of the proactive initiatives which are examples of CSMIA’s commitment to adapting to the next generation digital framework.
With a focus on promoting a contactless journey, the airport expedited its planned developments and launched initiatives like introducing a touchless feature via QR-code based technology and its self-check-in kiosks, defining the tech-restructuring undertaken at every step of the journey of the passenger.
The digital transformation has been extended to the front-end operations as well. From Complaint Handling, Customer Relationship Management to Airline Platform integration, CSMIA has further built on creating a strong Customer-Focused value system.
A uniform system of the superior cross-unit process of passenger service will be the face of the operations at T2 and CSMIA at large coming into play by the collaborative efforts by the digital infrastructure and the efficient human resource.