An airport for all: KIAL first in India to get ‘Level 3’ accreditation

Bengaluru: Kempegowda International Airport, Bengaluru, has become the first airport in India to be awarded Level 3 in the Accessibility Enhancement Accreditation (AEA) programme by the Airports Council International (ACI), marking another milestone for the airport.

Accessibility and inclusion are integral to BIAL’s long-term vision of creating a barrier free, dignified, and empathetic travel experience for all.

Guided by its “Customer First” philosophy, the airport has advanced from Level 1 (December 2024) award to Level 3 (November 2025), within less than a year.

Under its “B-Included” initiative, BIAL has introduced a wide range of accessible facilities, digital tools, and inclusive services to ensure that accessibility is woven into every aspect of the airport experience.

The airport is also among the few globally to employ Persons with Disabilities (PwDs) in frontline customer service roles.

The airport’s Assistive Device Policy further empowers employees with disabilities by providing customised tools and resources, ensuring they can serve passengers with confidence and ease.

Key achievements under this Level 3 include:

• Enhanced Digital Accessibility: Introduction of new accessibility tools, a comprehensive Accessibility Policy, and the launch of a ‘Social Story’ feature on the official website to support neurodivergent passengers and caregivers.
• Collaborative Partnerships: Joint autism awareness initiatives with airlines and passenger co-creation programmes involving PRMs, caregivers, and accessibility experts.
• Training and Awareness Expansion: Specialised training modules for airport employees, concessionaires, and ecosystem partners to enhance empathy and strengthen service standards.

• Universal Design Integration: Embedding accessibility principles into every new infrastructure, service innovation, and digital initiative.

Hari Marar, MD of Bangalore International Airport Ltd (BIAL), said: “At the airport, accessibility is adopted as a mindset that defines how we design, operate, and engage. We are pleased to be the first in India to achieve ACI’s Level 3 Accessibility Enhancement Accreditation, a reflection of our commitment to building a truly inclusive experience. Advancing from Level 1 to Level 3 in less than a year speaks to the passion and dedication of our teams, who have made inclusion a part of our culture, not just our compliance. Our goal is simple, yet profound — to ensure every passenger, regardless of ability, can navigate our airport seamlessly.”