Tata-owned Air India has started deploying specially-trained officers in an effort to improve the ground experience of passengers. The project called 'Project Abhinandan' seeks to provide tourists with a customised and hassle-free experience. Under the initiative, it has deployed specially trained service assurance officers at 16 major airports across India to offer on-ground assistance.
The airports where these officers have been deployed include Ahmedabad, Bengaluru, Calicut, Chennai, Delhi, Goa, Guwahati, Hyderabad, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, Pune, Varanasi and Vishakhapatnam. Air India passengers who require assistance can get it from them in the check-in area, lounges, close to the boarding gates, during transit, or in the arrival hall.
These officers have also been trained to deal with unforeseen issues such as missed flights, delayed baggage delivery and mis-connections at airports, among other issues. They will be providing assistance to any Air India guest, irrespective of the cabin class they are booked in. Air India chief customer experience & ground handling officer Rajesh Dogra said, “Airport experiences can be daunting for many air travellers, despite how frequently one travels. Project Abhinandan is the airline’s sincere effort to simplify the airport experience for its guests and make a meaningful difference to their travel experience, apart from making them feel at ease”, he added.