Airports Authority of India strives to deliver customer service excellence
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