Mumbai: Aptech Ltd., the global education and training company with presence in over 40 countries, has partnered with GVK Chhatrapati Shivaji International Airport Mumbai (CSIA) to train 700 personnel’s of CISF in soft skills and to assist first time travelers transiting through Mumbai’s domestic airport.
Text Box: • India is becoming the 2nd largest aviation market in the world
• With the introduction of the UDAN (Ude Desh Ka Aam Nagrik) scheme, that has started 18 new airports and plan to start a 100 more in the next 2 years
• The security personnel will need to be re-skilled/groomed with new-age soft skills to welcome the increased domestic as well as the international travelers
Mumbai airport, the busiest single runway airport in the world, has been recognized as the world’s best airport (40 million plus passenger category) by Airports Council International for service quality that caters to 970-980 flights daily.
The vast majority of passengers arrive at the airport in a very emotional state, stressed and fearful and the airport’s staff’s challenge is to welcome passengers providing them a genuine sense of comfort and safety and thus elevating the standards of customer experience is crucial.
The volume of air travelers transiting through the city’s airport has been growing at a rapid rate in the past few years. India is also now the second largest aviation market in the world.
India is rapidly expanding its aviation network beyond its biggest cities, developing airports at 18 smaller and un-served destinations over the past year and seeking to bring commercial flights to at least five more towns over the next few months with its UDAN scheme. Improving passenger amenities, promoting cargo handling facilities and early operationalization of 56 new airports under UDAN scheme is currently the focus of the civil aviation ministry.
With the introduction of the UDAN scheme, the air traffic and passenger volume is expected to further witness a surge. However, a large share of this would encompass first time travelers who look upon the men in uniform for support and assistance. Airport receives air travelers from different parts of the country, with different personalities, culture and tradition. Resultantly, passengers may have different perceptions to a situation. Airport Council International, or ACI has identified 217 subjective service attributes and 52 objective ones in calculating the level of service (LOS) standard. Thus, ensuring high standards of customer service at airports becomes a crucial but tedious exercise.
While the CISF personnel at the Mumbai airport have been doing a commendable job, the decision to upskill and train under the expert team from Aptech Aviation was necessary to upskill to ensure that the customer satisfaction levels are kept high.
Commenting on this partnership, Vishal Mehra, Senior Vice-President & Head of Industry Connects, Alliances & Placements, Aptech Ltd says, “Airport need to response rapidly to the changes of air passenger in order to meet their demands. Passenger satisfaction is increasingly important that may impact reputation and long-term profits of airports. Aptech has over two decade’s experience in training and skilling resources across 40 countries. With this partnership, Aptech Aviation will train approximately 700 CISF personnel in new-age soft-skills so that customer engagement and travel experience shall remain the top priority.”