Pune: The Airport Authority of India (AAI) is striving to make the airports customer friendly. At Pune airport, AAI has set up six kiosk machines asking passengers to give a feedback. The machines were set up recently to know what passengers think about cleanliness, security checks, baggage and airport terminal building.
An official said, “We are conducting surveys to make Pune airport more friendly. Earlier, we conducted surveys on paper. Sometimes, passengers kept the feedback papers with themselves or put in dustbin.
Now, passengers can give feedback digitally. These machines have been set up at arrival as well as departure area.”
According to the figures provided by the AAI for April-June 2017-18, around 69,976 international passengers arrived and departed from Pune.
“Installation by AAI of feedback kiosks at airports for obtaining passenger feedback is a welcome initiative. Due to quantum growth in air passengers, the world over security check points have become areas of high stress and at times, bottlenecks with tremendous pressure on the security staff especially during peak hours, for speedy checking of the passengers without compromising on the security requirements. It is also expected that while the security agencies perform such duties professionally, they also do it in a courteous and dignified manner,” said Dhairyashil Vandekar, aviation expert and analyst.
“While such a kiosk will help in understanding passenger experience, it is necessary that such kiosks also have a provision to identify the area in case of a passenger not being happy with his security check experience or has a suggestion. This will help in making this exercise more purposeful and assist AAI in bringing about improvements and increase the overall customer satisfaction rating of the airport.”
How do the kiosk machines work?
- Kiosk machines have been set up near the washroom, security check, baggage scanning,and sitting area.
- Feedback can be given by pressing faces that are very happy (dark green), happy (green), not satisfied (pink), unhappy (red).
- The feedback directly goes to AAI headquarters, New Delhi.