Monday, April 06, 2020

Corona cripples travel, Delhi IGIA leads with social media updates for troubled passengers

New Delhi: Delhi’s IGI Airport has been making the most of social media to update passengers about the constant travel changes in the corona-ravaged world. According to Konnect Insights, a reputed social media tool, IGIA had over 3.5 SM engagements in those times, followed by Singapore Changi at over 84,000. Delhi International Airport Ltd (DIAL) says its round the clock command centre is live seven days a week “to meet all passenger queries during Covid lockdown.”

The top five airports in terms of SM engagement according to Konnect Insights in the corona times have been: Delhi IGIA, Singapore Changi, Seoul Incheon, Hyderabad RGIA and London Heathrow.

DIAL CEO Videh Kumar Jaipuriar said: “While the whole country (is) in a state of lockdown, our social media 24x7 command centre remain(s) fully functional just like any other essential service at the airport. The cutting edge cloud based technology deployed by us ensured that the team could operate remotely from their home and adhere to the 21 days lockdown. We still continue to respond almost real-time to the passengers’ queries and engage with them proactively through advisories and updates. It has also helped us in gathering insight of the situation on ground through online conversations. The team’s contribution is truly on the lines of work from hub culture promoted during the Covid-19 crises.”

India’s 21-day lockdown started from March 25. As a result, all domestic and international flights (except evacuation and essential cargo flight movements) were suspended. “While air traffic witnessed a significant decline between March 15 and 31, it also resulted in higher anxiety levels in passengers … During such crucial times, passengers were left with only one reliable choice for their enquiries, social media, especially at a time when call centre operations too were impacted because of the lockdown,” DIAL said in a statement.
06/04/20 Saurabh Sinha/Times of India
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