Click it and Unblock the Notifications
The city airport in Thiruvananthapuram, managed by Adani Airport Holdings Limited (AAHL), has earned the Airport Council International's level-2 certification for enhancing customer experience. Over the past year, the airport has introduced several initiatives to improve passenger satisfaction and streamline travel processes.
One of the significant improvements includes the installation of e-gates at both terminals, which has made the check-in process more efficient. Additionally, the expansion of retail and food and beverage outlets has given passengers a broader range of options.
Focus on Passenger Feedback
By prioritising passenger feedback, the airport has gained valuable insights into customer needs. This approach has been instrumental in shaping their strategies to enhance overall customer satisfaction.
The level-2 accreditation is awarded based on various criteria such as airport culture, governance, operational improvement, customer strategy, and understanding of customer needs. "The ACI's Airport Customer Experience Accreditation developed by ACI is a multilevel programme designed to guide airports in achieving excellence in customer experience management," stated a press release.
Operational Improvements
The introduction of e-gates is just one example of how operational improvements have been implemented to benefit passengers. These gates have significantly reduced waiting times during check-in, contributing to a smoother travel experience.
Expanding retail and F&B outlets within the airport premises has also played a crucial role in enhancing passenger experience. Travellers now have access to a wider variety of shopping and dining options, making their time at the airport more enjoyable.
Customer Strategy and Governance
The airport's focus on customer strategy involves understanding and addressing passenger needs effectively. By collecting and analysing feedback, they have been able to implement changes that directly impact traveller satisfaction positively.
Governance plays a key role in maintaining high standards at the airport. The management ensures that all operations align with their goal of providing an excellent customer experience.
This recognition from Airport Council International highlights the efforts made by Thiruvananthapuram's city airport to prioritise passenger comfort and convenience. The level-2 certification serves as an acknowledgment of their commitment to continuous improvement in service quality.
