The Tata Group-owned Air India has launched 'Project Abhinandan' in a bid to elevate the on-ground experience of travellers. The initiative aims to provide a personalised and hassle-free airport experience to Air India ticket-holders across 16 major Indian airports. the airline said.
As part of 'Project Abhinandan,' Air India has deployed a team of specially trained service assurance officers (SAOs) who will be stationed at strategic touch points inside airports.
These officers will engage with guests, offering assistance, support, and swift resolution of any issues that may arise during their airport journey. Whether it's at the check-in area, lounges, boarding gates, during transit, or at the arrival hall, Air India's SAOs are equipped to address passenger concerns and ensure a smooth travel experience, the airline said.
Further, these officers have been trained to handle unforeseen challenges that travellers may encounter, such as missed flights, delayed baggage delivery, and misconnections. "Their presence aims to relieve travellers of the often-daunting airport experience, ensuring that they feel welcomed and at ease when flying with Air India."
The service assurance officers will be available to assist any Air India guest, regardless of their booked cabin class, at 16 key airports across India — in Ahmedabad, Bengaluru, Calicut, Chennai, Delhi, Goa, Guwahati, Hyderabad, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, Pune, Varanasi, and Vishakhapatnam.
They SAOs will be present alongside the regular Air India employees and other ground handling agencies' staff. The airline has already recruited and deployed over 100 SAOs across airports.
Rajesh Dogra, Chief Customer Experience & Ground Handling Officer at Air India, said, "Flying is a wonderful experience, and we want our guests to enjoy it in the most seamless ways possible. 'Project Abhinandan' service is a step in that direction."
(Edited by : Shoma Bhattacharjee)
