Mumbai Airport’s Technology-Driven Approach Witnesses Exponential Rise in Self-Service Adoption by travellers

Mumbai, 25 September 2025: Chhatrapati Shivaji Maharaj International Airport (CSMIA) continues to lead India’s aviation sector in digital transformation, driven by a comprehensive 360-degree strategy aimed at creating a seamless, tech-enabled travel experience. CSMIA is enabling data-driven operations, mobile-first decisions and real-time collaboration across stakeholders – reinforcing its position as a future-ready gateway. From biometric verification to self-service baggage drops and common-use self-check-in kiosks, passenger adoption of digital services has grown significantly over the past 16 months.

Self-Check-In Kiosks

CSMIA’s self-check-in kiosks offer passengers the convenience of checking in, printing boarding passes, generating baggage tags and modifying seat preferences – without waiting at counters. Between April 2024 and August 2025, more than 3.86 million passengers printed their boarding passes using the self-check-in kiosks.

Domestic carriers led this shift, with IndiGo (2.58 million boarding passes), Air India (1.09 million boarding passes) and Air India Express (53,301 boarding passes) recording the highest usage of self-check-in kiosks between April 2024 to August 2025. Among international airlines, Air France (90,902), Emirates (18,356), and Lufthansa (18,017) saw growing engagement.

August 2025 alone witnessed 264,414 boarding passes printed on self-check-in kiosk by users, nearly 41.84 percent increase over April 2024 (1,86,419 boarding passes)

Self-Baggage Drop (SBD): Streamlining Check-In Further

32 SBD units at CSMIA have also seen growth in usage by passengers. Between April 2024 and August 2025, around 7.15 lakh bags were processed through SBD machines. SBD Units have exponentially helped quicker passenger check-in process with an average processing time of 17 to 20 seconds.

Domestic carriers such as IndiGo, Air India and Air India Express accounted for around 6 lakhs bags checked-in via SBD units, while international carriers such as KLM, Air France, Emirates Lufthansa and Swiss airways contributed over 70,000 checked-in bags via SBD collectively.

The rising trend of self-baggage drop machines used by passengers is driving the airport’s transition from traditional counters to hybrid-SBD check-in models with the International monthly adoption rising from 4.15 percent in April 2024 to over 13.9 percent by August 2025. Similarly, the domestic monthly adoption also witnessed a rise from 5.26 percent in April 2024 to 6.28 percent in August 2025.

DigiYatra: Biometric Boarding on the Rise

CSMIA’s 46 DigiYatra-enabled e-gates and 40 face pods across both terminals support biometric verification, offering a paperless, faster journey through terminal entry, security and boarding gates. DigiYatra service allows the passengers to pass through each check point within an average of 2-3 seconds at each touch point.

Between April 2024 and August 2025, above 6.3 million passengers used DigiYatra, with monthly adoption rising from 12 percent in April 2024 to 32 percent by August 2025.

Airport Operation Command Centre (AOCC)

These digital shifts are supported by the airport’s modernised AOCC and aviio, a mobile-first, AI-powered platform by Adani Airports that enables predictive analytics and operational efficiency. The new gen AOCC equipped with advanced state-of-the-art digital systems is designed to enhance efficiency by bringing together key airport stakeholders for improved coordination. The enhanced visuals, real-time data, and advanced communication systems empowers the CSMIA team to proactively manage both routine operations and emergencies with unprecedented efficiency.

Other Initiatives

The deployment of Autonomous Cleaning Robots at CSMIA has enhanced hygiene and cleanliness, directly contributing to improved passenger welfare. Similarly, the future planned initiatives include deployment of smart washrooms, artificial Intelligence and machine learning solutions across the terminals.

With strong passenger response across digital channels, CSMIA remains committed to evolving its ecosystem in line with global best practices. As demand for self-service and touchless travel grows, the airport will continue investing in smart infrastructure to deliver a seamless and safe journey for all.