In the list of airports which have set benchmarks in listening and engaging the customers during the Covid-19 pandemic released by the ACI World, a trade association of airports of the world, five Indian airports have found its place. The Indian airports which have found place in the list in the APAC region are Indira Gandhi International Airport, Delhi; Chhatrapati Shivaji Maharaj International Airport, Mumbai; Kempegowda International Airport, Bengaluru; Rajiv Gandhi International Airport, Hyderabad; and Cochin International Airport, Cochin, Kerala.
According to ACI World, ‘The Voice of the Customer’ recognition is for airports which demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) programme to help them better understand their customers during the pandemic.
This year, 140 airports have been recognized around the world. The recognition is sponsored by Amadeus.
“The Voice of Customer recognition celebrates the commitment of airports that continue listening to passengers and adapting processes and procedures to meet changing expectations of customer experience in response to Covid-19,” says Luis Felipe de Oliveira, Director General ACI World. “As our industry works towards recovery, airports that listen to – and prioritize the needs and expectations of – customers will be better-placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking, for airports to gather information on the needs and expectations of customers and help drive their performance in response.”
Bruno Spada, Executive Vice President Airport IT at Amadeus, commented: “We are proud to support this important recognition of airports that relentlessly sought to gather passenger feedback during the pandemic. During that period, we have worked in partnership with airports to help them rapidly scale passenger handling capacity up or down, to serve passengers in new parts of the airport or ‘off-airport’ and to make their experience contactless. Despite the operational difficulties faced by all airports, we believe those that place the passenger at the centre of everything they do are well positioned to build safer and more satisfying, smoother experiences for travellers.”