Thursday, June 02, 2022

Time for airlines to improve customer services in a big way

The solutions can be both better training and enhancing manpower in certain segments. Air India is reported to have begun new hires while offering voluntary retirement packages to its existing employees. Other airlines will also have to improve the level of services as travellers are coming back to airlines in droves for both business and leisure travel. It is time for domestic carriers to reap the benefits of higher traffic by providing better customer care.

The aviation industry had come under acute stress during the pandemic but is now gradually rebounding back to normalcy. It is at a time when passenger volumes are rising and flight traffic rapidly expanding, that the results of a consumer-based survey show that air travellers are unhappy with the quality of services provided by domestic airlines. It reveals the increasing lack of satisfaction as passengers are getting back to some kind of normalcy after the pandemic but still seek greater comfort in terms of higher hygiene and sanitation levels on flights.

The survey carried out by Bloomberg on 15000 airline passengers has found that nearly 80 per cent of them felt carriers were compromising on passenger comfort and cutting corners as a result of the pandemic. They are apparently unhappy over what is described as deteriorating services and bad behaviour of airline staff. There is also a feeling that the decline in performance has occurred only after the Covid crisis.

The survey which covered all airlines, found that 28 per cent of the people in the survey were dissatisfied with Spicejet putting it on top of the list. This was followed by IndiGo and Air India in second and third positions, respectively.

The survey's finding also come just after the Directorate General of Civil Aviation (DGCA) has fined Indigo for not allowing a differently abled child to board a flight. In fact, the problems of the differently abled seeking to travel by air seem to have grown rather than reduced over the years. The problem has been taking place in many airlines where there seems to be utter lack of sensitivity to those who are wheelchair bound or have other kinds of disabilities. The issue is not confined just to airlines but to airport security staff where even personnel of central security agencies have been reported to be insensitive in dealing with such persons.

02/06/22 Hans India

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