AIRSEWA APP AND POR­TAL LAUNCHED

We want a mean­ing­ful re­dres­sal of these griev­ances. Griev­ance by na­ture is not de­light­ful but re­dres­sal of them can push up the sat­is­fac­tion level. A com­plaint if at­tended to in a rea­son­able time frame and the per­son who has the griev­ance gets a re­sponse,

SP's Airbuz - - Table Of Contents - BY RO­HIT GOEL

THE IN­DIAN MIN­IS­TER OF Civil Avi­a­tion P. Ashok Ga­jap­athi Raju said that his Min­istry is com­mit­ted to pro­vide a has­sle-free and com­fort­able air travel ex­pe­ri­ence to peo­ple. To do this, he said, it is nec­es­sary to recog­nise the pat­tern of prob­lems that peo­ple face while trav­el­ling, and make suit­able sys­temic im­prove­ments in the work­ing by all con­cerned. At a glit­ter­ing func­tion in New Delhi at­tended by all stake­hold­ers in the civil avi­a­tion sec­tor, the Min­is­ter launched the AirSewa por­tal and mo­bile ap­pli­ca­tion. AirSewa is an ini­tia­tive of the Min­istry to of­fer peo­ple a con­ve­nient and has­sle-free air travel ex­pe­ri­ence. It can be op­er­ated through an in­ter­ac­tive web por­tal as well as through a mo­bile app for both An­droid and iOS plat­forms. The por­tal will in­clude a mech­a­nism for griev­ance re­dres­sal, back-of­fice op­er­a­tions for griev­ance han­dling, flight sta­tus/sched­ule in­for­ma­tion, air­port in­for­ma­tion and FAQs.

Start­ing the launch func­tion, R.N. Choubey, Sec­re­tary, Min­istry of Civil Avi­a­tion (MoCA), said that this is the start of a com­pletely new chap­ter in the civil avi­a­tion sec­tor. “Ours is a ser­vice in­dus­try and we have very re­spon­si­ble play­ers in this sec­tor but it was felt that the Min­istry should take this ini­tia­tive in putting to­gether a uni­fied in­te­grated plat­form which could pro­vide for a very quick in­ter­ac­tion be­tween the ser­vice providers and the users of those ser­vices.” Thank­ing both the Min­is­ters for their tremen­dous ini­tia­tive in mak­ing this hap­pen, the Sec­re­tary added that the in­spi­ra­tion for this came from the Prime Min­is­ter who very sin­cerely had said that un­less we pro­vide this kind of ser­vice from the ser­vice de­liv­ery de­part­ments of the gov­ern­ment, we will not be do­ing jus­tice to our role. Sec­re­tary Choubey as­sured all

the users of this ser­vice that the Min­istry shall take this for­ward with the co­op­er­a­tion of all the ser­vice providers and will pro­vide a seam­less ser­vice for all the users. “We wel­come your feed­back so as to im­prove this ser­vice in times to come.”

To dis­cuss and to get the per­spec­tives of var­i­ous stake­hold­ers from the in­dus­try, a panel dis­cus­sion was or­gan­ised with Ashok Ga­jap­athi Raju; Jayant Sinha, Min­is­ter of State for Civil Avi­a­tion; Ash­wani Lo­hani, Chair­man and Manag­ing Di­rec­tor, Air In­dia; Hari Marar, Pres­i­dent of Air­port Op­er­a­tions at the Kem­pe­gowda In­ter­na­tional Air­port Lim­ited; and Deep Kalra, Chair­man and CEO, MakeMyTrip; as par­tic­i­pants. High­light­ing the re­quire­ment of such a ser­vice, Jayant Sinha said that flight de­lays, prob­lem in re­funds, long queues, lack of proper fa­cil­i­ties at air­ports and com­plaints of lost bag­gage are the most com­mon prob­lems that air trav­ellers are fac­ing to­day. He stressed upon the need to re­spond to these prob­lems in a sys­tem­atic rather than an ad hoc man­ner. He said that AirSewa was an at­tempt to pro­vide such a sys­tem­atic ap­proach to re­dress­ing pas­sen­ger griev­ances. Jayant Sinha fur­ther added that al­though it was a ma­jor chal­lenge to get the var­i­ous play­ers who are a part of the civil avi­a­tion ecosys­tem on to a com­mon plat­form, this has been achieved through AirSewa.

Dur­ing the panel dis­cus­sion, Min­is­ter Raju also weighed in with his own thoughts, “Com­plaints will al­ways be there. There is no fam­ily with­out com­plaints. How you ad­dress them is the point. One can be pleas­ant, one can be nice, one can an­a­lyse it. Prob­a­bly, when you an­a­lyse a com­plaint, it might throw up a pat­tern. If it throws up a pat­tern, it is eas­ier to work and solve that pat­tern. We have started now and will see how it goes. Scope of im­prove­ment is a con­tin­u­ous process. We need to har­ness it. The idea is good that we would like to ad­dress our com­plaints and try and im­prove. Most pas­sen­gers have some­thing else in mind. The whole avi­a­tion process should make their life more pleas­ant.”

With the launch of AirSewa, pas­sen­gers will be able to reg­is­ter their griev­ances through the mo­bile app or on the web por­tal. The users will have the fa­cil­ity to up­load voice or video along with an elab­o­rate de­scrip­tion of their is­sues. They will be given a unique ref­er­ence num­ber for each of their re­ported griev­ances which would also be com­mu­ni­cated through an e-mail as well as a SMS. Users can then track the sta­tus and re­sponse to these griev­ances through the mo­bile ap­pli­ca­tion as well as the web ap­pli­ca­tion based on the ref­er­ence num­ber pro­vided. Once the griev­ance is closed, the com­plainant has an op­tion to pro­vide his feed­back and rate the over­all ex­pe­ri­ence and sat­is­fac­tion.

Nodal of­fi­cers have been se­lected for all stake­holder agen­cies who will ad­dress the griev­ance in a time bound man­ner. Each griev­ance shared will be di­rected to the re­spon­si­ble nodal agency for res­o­lu­tion based on the griev­ance cat­e­gory cho­sen by the com­plainant. The dash­board shall be di­vided into three cat­e­gories con­sist­ing of griev­ances pend­ing within time­line, griev­ances pend­ing be­yond time­line and closed griev­ances. Each griev­ance shall have a res­o­lu­tion time­line defined for ini­tial re­sponse as well as fi­nal res­o­lu­tion. Each com­mu­ni­ca­tion made by the nodal of­fi­cer will be sent through an alert by e-mail and SMS.

In ad­di­tion to post­ing of com­plaints and griev­ances, the trav­ellers will also have an op­tion to check the flight sta­tus and sched­ule be­tween any of air­ports. Flights can be searched on the ba­sis of flight num­ber or for all flights to a par­tic­u­lar air­port. Air­port in­for­ma­tion will dis­play ba­sic weather in­for­ma­tion and con­nect­ing flight de­tails from the air­port. Air­port in­for­ma­tion will in­clude ba­sic de­tails and con­tact in­for­ma­tion re­gard­ing air­port ser­vices like wheel­chair, trans­port/park­ing, rest and re­lax, Wi-Fi ser­vices, etc.

Min­is­ter Raju called upon all ser­vice providers to adopt the spirit of con­tin­u­ous im­prove­ment so that the col­lab­o­ra­tive plat­form of AirSewa can make air travel truly en­joy­able for peo­ple.

“When you an­a­lyse a com­plaint, it might throw up a pat­tern. If it throws up a pat­tern, it is eas­ier to work and solve that pat­tern. We have started now and will see how it goes. Scope of im­prove­ment is a con­tin­u­ous process. We need to har­ness it. The idea is good that we would like to ad­dress our com­plaints and try and im­prove.” — P. Ashok Ga­jap­athi Raju, Min­is­ter of Civil Avi­a­tion “Prob­lems that air trav­ellers are fac­ing to­day need to be re­sponded in a sys­tem­atic rather than an ad hoc man­ner. AirSewa is an at­tempt to pro­vide such a sys­tem­atic ap­proach to re­dress­ing pas­sen­ger griev­ances.” — Jayant Sinha, Min­is­ter of State for Civil Avi­a­tion “The Min­istry should take this ini­tia­tive in putting to­gether a uni­fied in­te­grated plat­form which could pro­vide for a very quick in­ter­ac­tion be­tween the ser­vice providers and the users of those ser­vices.” — R.N. Choubey, Sec­re­tary, Min­istry of Civil Avi­a­tion

P. Ashok Ga­jap­athi Raju, Min­is­ter of Civil Avi­a­tion, launch­ing the AirSewa web por­tal and mo­bile app in the pres­ence of Jayant Sinha, Min­is­ter of State, MoCA, R.N. Choubey, Sec­re­tary, MoCA, and other dig­ni­taries

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