Bangalore International Airport Ltd. (BIAL) has bagged global recognition of the ‘Voice of the Customer’ in an initiative by the Airports Council International World. The recognition has been provided to the airport for assessing passengers’ requirements and implementing various measures during the COVID-19 pandemic.
Key Points
- As per a communique, the ‘Voice of the Customer’ recognition is given to the airports which have prioritized their customers and have ensured that the needs of their customers were noticed and heard during the COVID-19 pandemic.
- The Kempegowda International Airport has made various efforts to get passenger feedback through the Airport Service Quality (ASQ) programme of ACI.
- This feedback collection has helped the airport to understand the customers in a better way and demonstrate the commitment of the airport towards delivering a superior customer experience.
- BIAL undertook stringent measures to ensure every passenger touch point was safe during the pandemic. Various campaigns were launched by the airport under the #WeAreHereForYou umbrella to spread the message and rebuild passenger confidence in air travel.
- The ‘Voice of Pax’ survey was conducted in phases to understand passenger perception of the safety of air travel amid the pandemic.
- Various campaigns and initiatives were launched to apprise passengers about travel guidelines issued by Central and State governments, drive awareness of the new contactless journey, and maintaining personal hygiene.
- Among the various initiatives was the launch of a dedicated webpage Voice of BLR on the BLR Airport website.
- The webpage enabled the availability of correct and updated data related to air travel during the pandemic. It also has an FAQ series to address the queries of passengers.
- Along with this, many campaigns were started on social media to create awareness among people. Also, videos on screening procedures, sanitization, safety measures, taxis, and food and beverages were posted on social media platforms and the website to aware passengers and ensure their safety.
The Engagement Centre team at BIAL was available for the passengers 24×7 through WhatsApp, call, email, and social media. Other efforts included a virtual information desk, QR codes in airport taxis for reading and downloading safety guidelines, etc.
