MIAL gets ISO certification

Mumbai: The Mumbai International Airport Limited (MIAL), the joint venture consortium led by GVK that is currently upgrading the Chhatrapati Shivaji International Airport (CSIA), has been certified under the ISO 10002:2004 international standard for Passenger Complaint Handling Systems. CSIA becomes the first airport in India to receive this certification for a standard that specifically addresses customer satisfaction guidelines for the handling of complaints. The audit was completed by United Registrar of Systems, UK.
A software called the ‘mTracker’ application, implemented by Moveo Systems, offers immediate response at CSIA to passenger feedback through both SMS and e-mail; immediate action notification of such feedback to MIAL service providers and department heads as well as instant search and tracking capability of all feedback received and their follow-up actions. MIAL underwent assessment under nine guiding principles before receiving the certification.
29/12/07 Mumbai Newsline

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Categories: Airports Dec 2007