Hyd airport gets 'Voice of Customer' recognition

Hyderabad: RAJIV Gandhi International Airport (RGIA) in Hyderabad has received the Airports Council International (ACI)'s "Voice of Customer" recognition.

The GMR-run airport has been recognized for its continuous efforts to listen to their passengers, engage and gather feedback to understand their needs and ensure customers' voice was heard during the Covid-19 pandemic last year, according to the GMR group.

"During these trying times, it is imperative for airports to listen to the voice of the customers to garner passenger confidence and repose the faith in flying, and GMR Airports have been very agile and customer centric in their operations," the airports major said.

Covid-19 has virtually affected every sector in the world and aviation was a sector which took a hard hit. With the objective of restoring passenger trust in air travel, Hyderabad Airport Limited went all out to quickly adapt to the new normal situations and implement several passenger friendly measures for a safe travel, it added. Passenger feedback was constantly monitored and worked upon. Various channels to garner passenger feedback to address concerns were activated to make the journey through the airport a memorable experience. The airports also implemented several passenger-friendly measures such as contactless elevators, contactless information desks, promotion of digital transactions, app-based technologies for shopping and food ordering through HoI App, UV sanitization of passenger baggage, strategic placement of disinfectant mats, ensuring higher input of UV disinfected fresh air (filtered through HEPA filters) in the terminal buildings and sanitization of cabs were put in place.

RGIA, which is the only airport in the country to have an advantage of paperless e-boarding facility for several years for all domestic travellers, extended this contact-less boarding for international passengers as well.

Pradeep Panicker, CEO, Hyderabad International Airport, said, "Every single day it has been our objective to address passenger concerns and resolve them in the quickest way possible. We are honoured to receive this recognition in such critical times. This speaks volumes about the hard work and commitment of the entire airport community and all stakeholders who made it possible and diligently work round the clock to ensure passenger delight."

Also, the GMR-run Indira Gandhi International Airport (IGIA) in New Delhi received the recognition.