Mumbai: Employees at IndiGo and Jet Airways beware! The next time you are rude to a customer on the phone helpline, take too much time issuing a boarding pass or don't serve passengers well in the flight, the top management may find your name in a crucial 400-plus page audit report with graphic evidence of your mistakes, thanks to a 'mystery shopper' who's watching your every step!
India's two biggest carriers by market share have appointed special auditors to monitor their services and ensure employees are adhering to prescribed standards, two informed sources told ET.
Under the contracts, the auditor will send these 'mystery shoppers' on flights across the airlines' domestic and international network. Posing as normal passengers and armed with simple smart phone cameras, the shoppers will nitpick on every aspect of the airlines' services — from ticket booking to in-flight services — taking copious notes, clicking pictures, recording conversations and even hooting videos. The shoppers are part of teams which have, in consultation with the airlines' management, prepared a massive checklist of service standards, based on the carriers' and the aviation regulator's benchmarks.
01/01/15 Anirban Chowdhury/Economic Times
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India's two biggest carriers by market share have appointed special auditors to monitor their services and ensure employees are adhering to prescribed standards, two informed sources told ET.
Under the contracts, the auditor will send these 'mystery shoppers' on flights across the airlines' domestic and international network. Posing as normal passengers and armed with simple smart phone cameras, the shoppers will nitpick on every aspect of the airlines' services — from ticket booking to in-flight services — taking copious notes, clicking pictures, recording conversations and even hooting videos. The shoppers are part of teams which have, in consultation with the airlines' management, prepared a massive checklist of service standards, based on the carriers' and the aviation regulator's benchmarks.
01/01/15 Anirban Chowdhury/Economic Times
