HYDERABAD LAUNCHES NEW CUSTOMER SERVICE PROGRAMME
Hyderabad’s Rajiv Gandhi International Airport has unveiled 50 new passenger service associates (PSAs), whose sole task is to assist and help travellers as they journey through the fast growing Indian gateway.
The initiative is the first launched under the airport’s new ‘Passenger is Prime’ programme, which aims to further enhance Hyderabad’s already growing reputation for providing outstanding customer service.
According to operator GMR Hyderabad International Airport Ltd (GHIAL), they are being deployed across key touch points within the terminal and are “always ready to reach out to passengers to help them in their journey”.
GHIAL states: “These PSAs will play the role of passenger evangelists and will also provide special assistance to passengers with special needs such as expecting mothers, ladies travelling alone, women travelling with infants, senior citizens and passengers with reduced mobility among others.”
Easily identifiable in their turquoise green t-shirts with ‘Passenger is Prime’ & ‘Happy to Help’ emblazoned on the back, GHIAL promises that the PSAs will be located in check-in areas, at security checkpoints, transfers areas and security hold/boarding zones.
It adds that depending on the feedback from the passengers, the initiative may be scaled up to cover more areas, with the increased number of PSAs, in the days to come.
GHIAL CEO, SGK Kishore, says: “Many travellers, especially those who are not frequent flyers or those with special needs, sometimes find it challenging to navigate through the many steps involved in modern air travel and they often encounter moments of anxiety during their journey.
“Keeping this in mind, we have inducted a team of highly motivated young professionals who are intuitive, empathetic and willing to go the extra mile for making our passengers’ journey through our airport a pleasant and hassle-free experience.
“Going forward, we will collaborate with other key stakeholders such as airlines, Customs, CISF and Immigration to launch more such initiatives designed to make the passengers’ journey through our airport a more safe, secure and pleasant experience.”
GHIAL believes that its PIP programme is unique in India because it is being carried out in collaboration and co-operation with all airport stakeholders working together under the motto ‘One Family – One Mission’.
Speaking about programme, Kishore, says: “We are committed to providing best in class services to the passengers at Hyderabad Airport.
“Passenger is Prime is a concept, which captures our entire philosophy and focus on passenger experience.
“Our relentless focus on the needs of the passengers has helped us reach and retain a position among the top three airports globally in Airport Service Quality (ASQ) for eight years in a row.
“And in the latest rankings, we have been ranked World No. 1 in our category globally, which we see as a clear testimony to the faith and appreciation that our passengers have reposed on our Hyderabad Airport.
“The ‘Passenger is Prime’ programme is a natural progression of our continued focus on improving passenger experience at the airport, and we intend it to be the common platform for a host of new passenger-centric initiatives launched by various stakeholders who are a part of the Hyderabad Airport community.”