With Air India on a course-correction mode, it is doing everything it can to improve customer-facing operations and the on-time performance of its flights. Now, the airline has voiced its disappointment due to the inefficiency of its ground-handling service provider, which is still under government ownership.
Six months into the job, the Tata Group is discovering the many layers of the problems that are troubling Air India. The latest to be identified is the sub-par ground handling services provided by Air India Airport Services Limited (AIASL) to its flights.
Rajesh Dogra, who is Air India's Head of Customer Experience and Ground Handling Operations, has sent a letter to AIASL Chairman and Managing Director (CMD) Vikram Dev Dutt, explaining that the carrier will be forced to either discontinue or scale down AIASL ground handling ops for AI flights and look for arrangements.
Dogra stated, “While we are working towards exponentially improving our customer experience, AIASL is unable to match the requisite pace of change and we continue to face several challenges at the airports managed by AIASL as ground handling services provide.”
Flight delays have deteriorated in the last few months compared to the previous year. The number of flight delays due to ground handling in December 2021 and January 2022 was 284 and 89, respectively. The months of February, March, April, and May have seen a steady climb in ground-handling induced delays to 271, 386, 520, and 620, respectively.
01/07/22 Gaurav Joshi/Simple Flying
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