Kolkata: The Kolkata airport, which was recently declared the "most improved airport in Asia", is planning to enhance customer satisfaction by introducing a quantitative benchmarking system for each service it delivers — both to passengers and airlines.
The practice, known in international civil aviation parlance as "facilitation services", consists of the efficient management of the flow of passengers, baggage, cargo and mail through the airport facilities, ensuring that services are delivered in a healthy, safe and secure environment, and meeting — and exceeding, when possible — the needs and expectations of customers.
Once the system gets underway, every customer service will be benchmarked, right from the time taken to X-ray registered baggage to check in, security check while departing and aerobridge linkage and baggage reclaim on arrival. In the international wing, even immigration services and Customs will be benchmarked.
27/03/14 Subhro Niyogi/Times of India
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The practice, known in international civil aviation parlance as "facilitation services", consists of the efficient management of the flow of passengers, baggage, cargo and mail through the airport facilities, ensuring that services are delivered in a healthy, safe and secure environment, and meeting — and exceeding, when possible — the needs and expectations of customers.
Once the system gets underway, every customer service will be benchmarked, right from the time taken to X-ray registered baggage to check in, security check while departing and aerobridge linkage and baggage reclaim on arrival. In the international wing, even immigration services and Customs will be benchmarked.
27/03/14 Subhro Niyogi/Times of India
