The Airports Authority of India (AAI) is using social media platform Whatsapp for issuing directives to airports for improving customer service by reducing queueing time, improving airport facilities and simplifying procedures, according to a top official.
“A Whatsapp group has been formed where daily updates are shared and urgent issues are resolved in real-time. This has also helped in building engagement at the ground level and enables airports to share their best practices,” said Guruprasad Mohapatra,Chairman,AAI.
Project DISHA
The AAI unveiled Project DISHA – Driving Improvement in Service and Hospitality at Airports – last year in a bid to improve customer service. It was aimed at improving queueing time and convenience at all customer touch points, improving airport facilities such as toilets, seating areas, simplify customer flows, improve navigation and offering best and affordable food and beverages, among others. The project is being implemented at 10 airports at present – Kolkata, Chennai, Lucknow, Varanasi, Bhubaneshwar, Pune, Goa, Guwahati, Coimbatore and Trivandrum.
“Since the project is confined to only 10 participating airports and other airports can also follow some of the practices, we have formed a group of Whatsapp with all airport directors, AAI board members, executive directors and other officers where views are constantly exchanged and any operational necessity of airports is shared,” said Mr. Mohapatra.
Feedback, directions
The Chairman makes observations on the feedback and initiatives shared by airports and also issues directions on the group. “For instance, there were complaints related to broken soap dispenser at an airport and the chairman sought immediate intervention of that airport director,” said an AAI official on condition of anonymity. said.
Another official said the directive to put up banners asking passengers not to carry old ₹500 and ₹1,000 notes from December 31 on board at several airports was issued through the Whatsapp group as well.
