Air India Starts ‘Project Abhinandan’ At 16 Airports Including Pune To Elevate Experience Of Passengers

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Pune 12th Sept 2023: Air India has announced a unique initiative ‘Project Abhinandan’ to elevate the experience of passengers at the Airports. The airline has selected 16 airports across the country for the project including Pune Airport and specially trained ‘Service Assurance Officers’ have been deployed at these airports for the personalised airport assistance. The airline has already recruited and deployed over 100 such officers at the selected airports.

Air India’s Service Assurance Officers will offer on-ground assistance across airport touchpoints to Air India guests who may require it – at check-in areas or lounges, near the boarding gates, during transit, or at the arrival hall. Air India’s Service Assurance Officers are trained to sense passenger concerns at airports and will be placed at strategic touchpoints to proactively engage with guests, provide support, or troubleshoot any issues. They are also trained to address unforeseen issues such as missed flights, delayed baggage delivery and misconnections at airports, among others.

The airports where these officers will be deployed include Ahmedabad, Bengaluru, Calicut, Chennai, Delhi, Goa, Guwahati, Hyderabad, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, Pune, Varanasi and Visakhapatnam.

“Airport experiences can be daunting for many air travellers, despite how frequently one travels. ‘Project Abhinandan’ is our sincere effort to simplify the airport experience for our guests and make a meaningful difference to their overall travel experience, and more broadly, to make them feel at ease and welcomed when they fly with us. Flying is a wonderful experience, and we want our guests to enjoy it in the most seamless ways possible. We are constantly evaluating new ways to enhance that experience in our effort to transform Air India into a truly world-class airline. ‘Project Abhinandan’ service is a step in that direction” said Rajesh Dogra, Chief Customer Experience and Ground Handling Officer, Air India.


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