Although customer experience is vital to successful airport operations, passenger satisfaction with the airport experience at the Thiruvananthapuram international airport is relatively low when compared with two other public-private partnership-run airports in Kerala and other PPP-run airports across the country, including six privatised airports.
Passenger satisfaction is measured through the airport service quality survey conducted by the Airport Council International, an international body of airports, which has global benchmarking to assess the satisfaction of passengers.
