Transportation
AAI resorts to Whatsapp for improved customer service
The Airports Authority of India (AAI) has resorted to social media platform WhatsApp for issuing directives to airports for improving customer service by reducing queuing time, improving airport facilities and simplifying procedures. A WhatsApp group has been created to share daily updates, best practices and urgent issues for real-time redressal. In 2016, the AAI unveiled Project DISHA – Driving Improvement in Service and Hospitality at Airports – to improve customer service which was implemented at 10 airports – Kolkata, Chennai, Lucknow, Varanasi, Bhubaneswar, Pune, Goa, Guwahati, Coimbatore and Thiruvananthapuram.“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. Guruprasad Mohapatra, Chairman, AAI.
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