Mumbai?s Chhatrapati Shivaji International Airport (CSIA) has been rated among the top global airports worldwide for 2012. It has been adjudged the third best airport worldwide for airports in the 25-40 million passengers per annum (mppa) category in the annual Airport Service Quality Awards announced by the Airports Council International (ACI). The ACI, an autonomous and independent body, conducts airport service quality (ASQ) surveys to rate airports. Each survey measures customer feedback on a variety of service delivery parameters tied to the customer experience at the airport, from the moment of arrival to the departure gate. The feedback from the passengers, in addition to helping rate a airport, also serves the airport to improve its service in line with passengers? expectations, prioritise improvement projects, validate its investments in new facilities and services and to see where it stands in competition with other airports.