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GHIAL launches passenger-centric initiative at Rajiv Gandhi International

GMR Hyderabad International Airport Ltd (GHIAL), the operator of Rajiv Gandhi International Airport (RGIA) in India, has launched its new Passenger is Prime (PIP) initiative aimed at delivering an enhanced experience for travelers.

The entire airport, including stakeholders, airlines and customs, will work together under the motto ‘One Family – One Mission’, to help adopt a universal approach to the scheme. As its first action, GHIAL is deployed a dedicated team of 50 Passenger Service Associates (PSA) to assist and support travelers across key touch-points within the terminal. The PSAs will also provide assistance to travelers with special requirements such as expecting mothers, senior citizens and passengers with reduced mobility.

The PSAs will be easily identifiable by their turquoise green t-shirt emblazoned with ‘Passenger is Prime’ and ‘Happy to Help’ slogans. Depending on feedback, the PSA initiative may be increased to provide further coverage within the airport.

SGK Kishore, CEO, GHIAL, said, “We are committed to providing best-in-class services to the passengers at Hyderabad airport. Passenger is Prime is a concept which captures our entire philosophy on the passenger experience.

“We have already initiated steps to expand the airport’s capacity significantly, and the construction work is expected to begin in the next couple of months. At the same time, we have also taken a number of measures to help improve the passenger experience and service quality at the airport, such as the reconfiguration of [the] domestic security check area with enhanced throughput capacity, quick e-boarding facilities for the majority of domestic flights, and the widening of departure and arrival ramps for better vehicular movement.

“The PIP program is a natural progression of our continued focus on improving the passenger experience at the airport, and we intend it to be the common platform for a host of new passenger-centric initiatives to be launched by various stakeholders.”

Written by Daniel Symonds

April 3, 2017


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