GMR Hyderabad International Airport Ltd. (GHIAL), the operator of Rajiv Gandhi International Airport, has launched a new initiative called ‘Passenger is Prime’ (PIP) as part of its efforts to improve the passenger experience.
Working under the motto of ‘One Family – One Mission’, the initiative will bring together all airport stakeholders, including airlines, government agencies, and customs and immigration.
In the first stage of the PIP programme, more than 50 Passenger Service Associates are being deployed at key touch-points across the airport. Their role is to communicate with passengers, answer any questions they may have, and provide special assistance to those that need a helping hand.
Each member of the team has been provided with special training to help them understand passenger needs. Initially, they will be on hand to help at check-in, security, the transfer area and the boarding area.
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 and focus on passenger experience.
“Many travellers, especially those who are not frequent flyers or those with special needs, sometimes find it challenging to navigate through the many steps involved in modern air travel, and they often encounter moments of anxiety during their journey. Keeping this in mind, we have inducted a team of highly motivated young professionals who are intuitive, empathetic and willing to go the extra mile for making our passengers’ journey through our airport a pleasant and hassle-free experience. Going forward, we will collaborate with other key stakeholders such as airlines, customs, CISF and immigration to launch more such initiatives designed to make the passengers’ journey through our airport a more safe, secure and pleasant experience.”