NEW DELHI: Air India has rolled out “project abhinandan” (greetings in Hindi), aimed at providing personalised and hassle-free on-ground experience to its guests at airports. The Tata Group airline has deployed specially trained service assurance officers at 16 major Indian 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.
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Air India’s service assurance officers will provide assistance to any AI guest, regardless of the cabin class one is booked in, requiring airport assistance at Ahmedabad, Bengaluru, Calicut, Chennai, Delhi, Goa, Guwahati, Hyderabad, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, Pune, Varanasi and Vishakhapatnam.
“AI’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,” AI said in a statement.
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AI chief customer experience & ground handling officer Rajesh Dogra said: “Airport experiences can be daunting for many air travelers, 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.”
“Flying is a wonderful experience, and we want our guests to enjoy it in the most seamless ways possible. We are constantly evaluating new ways to enhance that experience in our effort to transform Air India into a truly world-class airline. ‘Project Abhinandan’ service is a step in that direction,” Dogra added.
The service assurance officers are available at the airports in addition to the other Air India and ground handling agencies’ staff. Air India has already recruited and deployed over 100 Service Assurance Officers across airports.
