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TRV Airport Soars with Prestigious Customer Experience Accreditation

Thiruvananthapuram International Airport has been awarded the prestigious Airports Council International (ACI) Level 3 accreditation for customer experience, an upgrade from its previous Level 2 status. The accreditation recognizes improvements in areas like airport culture, governance, and operational strategies aimed at enhancing passenger satisfaction. Key initiatives include expanding retail and food options, implementing Digi Yatra and fast-track immigration, and introducing cleaning robots and e-gates. Concurrently, connectivity has been boosted with Malaysia Airlines expanding its Thiruvananthapuram-Kuala Lumpur route to a daily service, increasing total weekly flights on the route to eleven.

Key Points: TRV Airport Earns ACI Level 3 Customer Experience Accreditation

  • ACI Level 3 Accreditation
  • Enhanced Retail & Food Options
  • Digi Yatra & Fast-Track Tech
  • Malaysia Airlines Daily Flights
2 min read

TRV Airport gets prestigious accreditation Level-3 for customer experience

Thiruvananthapuram International Airport achieves ACI's Level 3 accreditation for customer experience, enhancing services with new tech and retail options.

"Thiruvananthapuram airport strives to continue the journey of improvement, development, and better customer experience with every passing day. - TRV Airport"

Thiruvananthapuram, January 3

TRV International Airport Limited, operator of Thiruvananthapuram International Airport, has been honoured with prestigious Airports Council International Level 3 accreditation for customer experience. The accreditation is based on Airport Customer Experience, which was upgraded to Level 3 from Level 2 that was awarded in July 2024. The Airport Customer Experience Accreditation is a multilevel accreditation programme developed by Airports Council International to guide airports towards achieving excellence in customer experience management. The level 3 is awarded based on parameters like Airport Culture, Governance, Operational Improvement, Measurement, Customer Strategy and Customer Understanding. The airport has implemented several initiatives to ensure a better passenger experience and smooth processing. To list a few, increasing the number of retail and food counters offering a better mix and options to the passenger; the inclusion of technology like Digi Yatra, Fast track immigration, automatic cleaning system using Made in India Robot and the introduction of e-gates have been helping passengers in improving the experience. City airport teams have been identifying opportunities to serve passengers better. Based on observation and passenger requirements, several changes have been made over the last few years. Thiruvananthapuram airport strives to continue the journey of improvement, development, and better customer experience with every passing day.

Meanwhile, Malaysia Airlines expanded its Thiruvananthapuram-Kuala Lumpur service to a daily schedule, a significant upgrade from its earlier five-day-a-week operation. The increase in operations began on December 2, offering greater convenience to travellers from Kerala, especially those arriving in Thiruvananthapuram, due to low fares.

Announcing the development on X (formerly Twitter), the TRV Airport had said, "@MAS is commencing daily flights from Thiruvananthapuram Airport to Malaysia starting 2 December 2025." Following the expansion, the route now offers a total of 11 weekly flights between Thiruvananthapuram and Kuala Lumpur, comprising four services operated by AirAsia and seven by Malaysia Airlines.

- ANI

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Reader Comments

R
Rohit P
Great to see a Made in India cleaning robot being used! 🇮🇳 Support for indigenous tech is always encouraging. The daily Malaysia flights are a big boost for the Malayali diaspora and tourism. Hope they keep improving the seating areas though, they can get crowded during peak hours.
A
Arjun K
Level 3 accreditation is a proud moment for Kerala. It shows what focused governance and customer strategy can achieve. The increase in Malaysia flights is directly linked to this improved experience. More international carriers should consider TRV now.
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Sarah B
Travelled through TRV last month. The process was smooth, but I have a respectful suggestion. While the tech is good, the signage for the Fast Track immigration could be clearer for first-time international travellers. A small detail that would help a lot.
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Vikram M
Daily flights to Kuala Lumpur! This is a game-changer for business and family travel. The competition between AirAsia and Malaysia Airlines should keep fares low. Well done TRV. Now, we need similar focus on connecting more domestic destinations efficiently.
M
Meera T
As a resident of Thiruvananthapuram, it's heartening to see our airport get global recognition. The upgrade in food options was much needed. Hope they include more local Kerala cuisine counters too. The city's development is on the right track!

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