KIA bags ‘Voice of the Customer’ global recognition

Bangalore International Airport Ltd. (BIAL) has secured global recognition for being the ‘Voice of the Customer’, in an initiative by the Airports Council International World, by assessing passengers’ necessities and implementing numerous measures throughout the COVID-19 pandemic.

According to a communique right here on Monday, the ‘Voice of the Customer’ recognises airports that prioritised their clients and remained dedicated to making sure that their voice was heard throughout the COVID-19 pandemic.

“The Kempegowda International Airport has made significant efforts in gathering passenger feedback through ACI’s Airport Service Quality (ASQ) programme and this helped better understand the customers and demonstrate BIAL’s commitment towards delivering a superior customer experience under trying circumstances,” stated Luis Felipe de Oliveira, Director General, ACI World.

Driven by a customer-centric mindset, BIAL ensured that stringent measures had been in place at each passenger contact level to make sure that air journey was protected throughout the pandemic. Under the #WeAreHereForYou umbrella, numerous campaigns had been launched to unfold the message and rebuild passenger confidence in air journey.

“We, at BIAL, are honoured to receive this prestigious global recognition. This recognition is a testimony to the tremendous efforts the team made to understand the needs and concerns of passengers. Our campaigns, built around customer concerns, aimed at showcasing the ‘new’ airport experience and the measures taken to reassure them of a safe airport experience,” stated Hari Marar, managing director and chief govt officer, BIAL.

#WeAreHereForYou

The ‘Voice of Pax’ survey was performed in phases to know passenger notion of security of air journey amid the pandemic. Based on the knowledge obtained, a sequence of campaigns and initiatives had been launched to drive consciousness of the new contactless journey, sustaining private hygiene, efforts of the frontline group, help authorities campaigns, and apprise passengers about journey pointers issued by Central and State governments.

Among the numerous initiatives was the launch of a devoted webpage – Voice of BLR – on the BLR Airport web site (https://www.bengaluruairport.com/travellers/passenger-services/voice-of-blr.html) to allow the availability of factual and up to date info associated to air journey throughout COVID-19, and an FAQ sequence to handle passengers’ queries. The FAQs had been prolonged on social media platforms to share real-time info and updates on the evolving state of affairs on journey and quarantine advisories issued by GoI, screening procedures and airport operations, amongst others.

To drive engagement, campaigns had been initiated on social media with posts centered on 5 communication buckets: airport operations readiness to renew submit lockdown; BLR Memories; Topical Posts; Virtual Travel; and Business Updates. Videos on sanitisation, security measures and screening procedures, meals and drinks and taxis had been additionally posted on social media platforms and web site to reassure passengers and inform them about numerous measures being taken to make sure their security.

With real-time, up to date info being the want of the hour, the Engagement Centre group at the airport was out there 24×7 to answer queries on cellphone, e-mail, social media, and WhatsApp. The info desk at the terminal went digital, thereby enabling travellers to have real-time conversations with airport workers. QR codes had been positioned inside airport taxis and at the terminal, which helped passengers scan and browse departure and arrival pointers on their cell gadgets, the launch added.