Pune: Air India has rolled out ‘Project Abhinandan’ aimed at providing personalised and hassle-free on-ground experience to Air India guests at 16 airports including Pune.
As part of the project, Air India has deployed specially trained Service Assurance Officers at these airports, who will offer on-ground assistance across airport touchpoints to Air India guests who may require it – at check-in area or lounges, near the boarding gates, during transit, or at the arrival hall.
The airports include Ahmedabad, Bengaluru, Calicut, Chennai, Delhi, Goa, Guwahati, Hyderabad, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, Pune, Varanasi and Vishakhapatnam.
Air India’s Service Assurance Officers are trained to sense passenger concerns at airports and will be placed at strategic touchpoints to proactively engage with guests, provide support, or troubleshoot any issues. They are also trained to address unforeseen issues such as missed flights, delayed baggage delivery and misconnections at airports, among others.
Rajesh Dogra, Chief Customer Experience & Ground Handling Officer, Air India, said, “Airport experiences can be daunting for many air travellers, despite how frequently one travels. ‘Project Abhinandan’ is our sincere effort to simplify the airport experience for our guests and make a meaningful difference to their overall travel experience, and more broadly, to make them feel at ease and welcomed when they fly with us.”
13/09/2023 Joy Sengupta/Times of India
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