New Delhi: In one-of-its-kind initiative to audit and improve service offered by its employees at airports, Air India carried out a surprise inspection at the Delhi airport. The inspection team found that the employees were lax in providing service to travellers.
On Thursday evening, a three member team of Air India inspected the service quality offered by its staff at Terminal 3 and found that the clearance of passengers at the check-in counters took more than double the time prescribed under the standard operating procedure (SOP).
"A passenger should not wait for more than three minutes at the check-in counter. But our inspection found that it was taking up to eight minutes for a passenger to get a boarding pass. Time taken was huge primarily due to two reasons — all counters scheduled to be functioning were not functioning and all employees were not present," said a senior Air India official.
09/02/13 Mihir Mishra/Indian Express
