Air­ports Author­ity of In­dia strives to de­liver cus­tomer ser­vice ex­cel­lence

Airports India - - CONTENTS -

In­dia, one of the five fastest grow­ing aviation mar­kets glob­ally, is grow­ing at a rapid rate of over 11% CAGR (com­pound an­nual growth rate) over the last decade. In­dian do­mes­tic air traffic is ex­pected to cross 100 mil­lion pas­sen­gers by FY 2017. At this rate, In­dia, cur­rently the 9th largest Civil Aviation mar­ket in the world, is aim­ing to be­come the 3rd largest mar­ket by 2020 and the largest by 2030. Over the last decade, de­vel­op­ment and up-gra­da­tion of over 60 air­ports by AAI has helped to im­prove air con­nec­tiv­ity across the na­tion and drive eco­nomic growth with sig­nif­i­cant pace. The launch of Re­gional Con­nec­tiv­ity Scheme (RCS) now prom­ises to change the game and usher in a new era of shorter re­gional air travel.

Hav­ing its fo­cus on im­prov­ing con­nec­tiv­ity and de­vel­op­ing in­fra­struc­ture to sup­port the aviation growth to a new high, AAI with an at­tempt to achieve such a mile­stone has com­pleted var­i­ous key projects dur­ing the last decade which have been stepping stones in its suc­cess from in­fra­struc­ture de­vel­op­ment to cus­tomer ser­vice ex­cel­lence in r/o air­port ameni­ties at its air­ports. AAI’S Average ASQ rat­ing has im­proved from 4.53 dur­ing 2015 to 4.55 dur­ing 2016 (up to Q3 2016) as against the world average of 4.15.

Now-a-days, rapid im­prove­ments in travel com­fort and tech­nol­ogy have el­e­vated pas­sen­ger’s ex­pec­ta­tions in re­gards to the air­port ex­pe­ri­ence and higher cus­tomer ex­pec­ta­tions for ser­vice qual­ity and air­port ameni­ties of in­ter­na­tional stan­dards have led to the dra­matic changes in the per­cep­tion of air­ports, the way air­port op­er­a­tors view their cus­tomer and so evolv­ing air­ports into com­plex, cus­tomer­fo­cused busi­ness, etc. With a view to man­age these swiftly in­creas­ing ex­pec­ta­tions of air pas­sen­gers and to ex­pose them to ex­pe­ri­ence ser­vices best in class at its air­ports, AAI re­al­ized that it is im­per­a­tive that air­ports be­come pro­gres­sively more com­mit­ted to con­tin­u­ously im­prov­ing air­port amenity and ser­vice qual­ity stan­dards. With an im­pe­tus on pri­or­i­tiz­ing cus­tomer ex­pe­ri­ence in to­tal­ity, AAI launched an am­bi­tious project ‘DISHA’ (Driv­ing Im­prove­ment in Ser­vice & Hos­pi­tal­ity at Air­ports) in part­ner­ship with M/s. Bos­ton Con­sult­ing Group (BCG), one of the lead­ing con­sult­ing firms in the world to pro­vide such fa­cil­i­ties, ex­clu­sively for “Op­er­a­tional Ef­fi­ciency and Cus­tomer Ser­vice Ex­cel­lence”, which is based on strate­gic and holis­tic ap­proach at ten air­ports: Kolkata, Chen­nai, Luc­know, Tri­van­drum, Varanasi, Goa, Bhubaneswar, Pune, Guwa­hati, Coim­bat­ore.

This project with the goal to drive step change in cus­tomer ser­vice and op­er­a­tions ex­cel­lence at AAI air­ports has the fol­low­ing five key ob­jec­tives: Im­prove queu­ing times and con­ve­nience at all cus­tomer touch points Im­prove air­port fa­cil­i­ties such as toi­lets, trol­leys, seat­ing and over­all ter­mi­nal up­keep Sim­plify cus­tomer flows and im­prove air­port nav­i­ga­tion Of­fer best in class and af­ford­able Re­tail, F&B and other en­gage­ment av­enues Strengthen per­for­mance mon­i­tor­ing and

Ex­hibit-1: Op­er­a­tional ex­cel­lence and Cus­tomer Ex­pe­ri­ence bro­ken down into key mea­sur­able pa­ram­e­ters

Ex­hibit 2: Chen­nai Air­port

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