Customer relations
SDGs Aligned
Material Topics
Capitals Impacted
Risks
Strategic Pillars
of satisfied customers in FY 2024-25
In alignment with our commitment to sustainable and responsible business practices, Adani Enterprises recognises that cultivating enduring customer relationships is intrinsically linked to long-term value creation. Within the dynamic global marketplace, a customer-centric approach serves as a cornerstone of our strategic framework. We maintain a continuous dialogue with our stakeholders, actively incorporating feedback to refine our product and service offerings, ensuring they not only meet but exceed evolving expectations. This proactive engagement enhances customer satisfaction, driving sustainable performance.
We foster collaborative partnerships built on shared values, promoting trust and mutual respect. This approach is embedded within our operational framework through the implementation of customer-centric processes, policies, and guidelines across all our diverse business segments.
Furthermore, we acknowledge the interconnectedness of customer satisfaction and business prosperity. This commitment extends beyond transactional relationships, encompassing a holistic approach that considers the environmental and social impact of our operations. In pursuit of a sustainable future, we strive to ensure that our customer-centric strategies are aligned with our broader sustainability goals, fostering long-term value for all stakeholders.
Our Airports business focusses on individual customers (B2C), while other segments cater to business customers (B2B). We understand the distinct needs of our B2C and B2B customers and tailor our strategies to deliver exceptional experiences. Our customer-centric approach is driven by a well-trained workforce committed to service excellence. For our B2C customers, a comprehensive service guidebook ensures consistency, reliability, and a seamless experience at every touchpoint.
Our customer relationship management framework is deeply integrated into our core values and business strategy. We uphold stringent standards of quality, safety, and human rights while ensuring that sustainability remains a key driver of customer satisfaction. Through responsible practices and shared values, we elevate customer experiences while strengthening our commitment to a more resilient and better future.
| Indicators | Number of Complaints in FY 2024-25 |
|---|---|
| Number of complaints received from the outside parties and substantiated | 6,339 |
| Total number of identified leaks, thefts, or losses of customer data | 0 |
CASE STUDY
Chhatrapati Shivaji Maharaj International Airport (CSMIA) is the first airport in India and third airport in the world to achieve Level 5 accreditation from Airports Council International (ACI) — the pinnacle of recognition in ACI’s Airport Customer Experience Accreditation Programme. This distinguishes CSMIA as a leader in passenger satisfaction and operational excellence. By securing this esteemed honour, CSMIA proudly joins the ranks of the world’s top-performing airports.
CSMIA has leveraged design thinking methodologies to develop innovative solutions that meet the needs of stakeholders, including airlines, retail and lounge partners, and regulatory bodies. Continuous customer feedback collection and analysis have identified pain points and areas for improvement. Employees, vendor partners, and stakeholders such as CISF, Immigration, Customs, and Airlines play a crucial role in customer service, with all teams undergoing rigorous training to ensure smooth passenger journeys.
CSMIA's commitment extends beyond operational advancements, embracing a data-driven, digital-first, passenger-centric approach. The significantly expanded digital gateway programme has enhanced the travel experience for both DigiYatra and non-DigiYatra passengers, increasing e-gates at T2 from 24 to 68 — the highest number of e-gates at the kerbside at any airport in India. The Aviio app, a pioneering digital initiative among Indian airports, facilitates collaboration among stakeholders to better serve passengers. This initiative aims to set new standards for airport operations, management, and passenger experience, focussing on minimising wait times, augmenting comfort, and ensuring smooth journeys.
As it looks to the future, the Mumbai Airport remains dedicated to innovation, sustainability, and delivering memorable travel experiences, ensuring that every journey through CSMIA is extraordinary.
CASE STUDY
The Lost & Found Digitisation project revolutionises the way lost items are reported, tracked, and retrieved at the airport. By replacing the manual process with a seamless digital platform, the initiative ensures a faster, more efficient, and transparent system for both passengers and airport staff. Through this digitised solution, passengers can conveniently report lost items online, receive automated updates on their case status, and retrieve their belongings when found. On the operational side, the platform streamlines the entire process – matching lost and found items, enabling system-based approvals, and ensuring smooth internal handovers, the while eliminating paperwork.
Customer satisfaction is paramount to our sustained success. We foster resilient customer relationships through proactive engagement, anticipating and adapting to evolving needs to deliver exceptional value. This commitment extends beyond transactional interactions, emphasising trust and collaborative partnerships.
In our airports business, real-time feedback systems empower passengers to voice their experiences, facilitating immediate corrective actions and enhancing service quality. This continuous feedback loop reinforces our commitment to stakeholder engagement and strengthens our ability to adapt and deliver consistent value.
| FY 2021-22 | FY 2022-23 | FY 2023-24 | FY 2024-25 | Target for FY 2025-26 | |
|---|---|---|---|---|---|
| % of satisfied customers | 98 | 98 | 98 | 99 | 100 |
At Adani Enterprises Limited (AEL), we understand that the diverse nature of our business verticals leads to varying requirements for customer and stakeholder data collection, as well as data privacy measures. To address these specific needs, we have implemented vertical-specific privacy policies in addition to the overarching Adani Enterprises Limited Privacy Policy. This approach ensures that each vertical adheres to tailored data protection practices while maintaining a unified commitment to privacy and security across AEL.
For example, our airport business, being highly customer-centric, has a dedicated privacy policy that addresses the unique concerns related to data privacy and protection. This policy focusses on ensuring that customer information is handled securely, reflecting our commitment to trust and compliance with data protection regulations. The Adani Airport Privacy Policy is readily available on the airports website, ensuring that customers are well-informed about how their personal information is managed.
