Air India rolls out ‘Project Abhinandan’ to offer personalised on-ground assistance, ET TravelWorld
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Air India rolls out ‘Project Abhinandan’ to offer personalised on-ground assistance, ET TravelWorld

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Air India, a leading global carrier in India, has launched ‘Project Abhinandan‘ (greetings in Hindi), with the goal of providing personalised and hassle-free ground experiences for Air India’s guests at airports.

As part of the project, Air India has deployed specially trained Service Assurance Officers to 16 major Indian airports, who will offer on-ground assistance to Air India guests requiring help, whether it be at the check-in area or lounges, near the boarding gates, during transit, or at the arrival hall.

Air India’s Service Assurance Officers are trained to sense passenger concerns at airports and will be placed at strategic touchpoints to proactively engage with guests, provide support, or troubleshoot any issues. They are also trained to address unforeseen issues such as missed flights, delayed baggage delivery and misconnections at airports, among others.

Rajesh Dogra, Air India’s Chief Customer Experience & Ground Handling Officer said, “Airport experiences can be daunting for many travelers, regardless of how often they fly. ‘Project Abhinandan’ is our sincere effort to simplify the airport experience for our guests and make a meaningful difference to their overall travel experience, and more broadly, to make them feel at ease and welcomed when they fly with us.”

Air India announces interline partnership with Bangkok Airways

Additionally, Air India flyers taking connecting flights on Bangkok Airways are eligible to receive complimentary access to Bangkok Airways’ Boutique Lounges and Courtesy Corners at available airports, regardless of the cabin class they fly. The two airlines have also entered into a Special Prorate Agreement, which allows both carriers to file ‘through fares’ on routes covering each other’s networks.

“Air travel is a wonderful experience, and we want our guests to enjoy it seamlessly. We are continuously exploring new ways to enhance that experience in our effort to transform Air India into a truly world-class airline. The ‘Project Abhinandan’ service is a step in that direction,” Dogra added. Air India’s Service Assurance Officers are available to assist any Air India guest, regardless of their cabin class, requiring airport assistance at Ahmedabad, Bengaluru, Calicut, Chennai, Delhi, Goa, Guwahati, Hyderabad, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, Pune, Varanasi, and Vishakhapatnam.

The Service Assurance Officers are available at the airports, in addition to the other Air India and ground handling agencies’ staff. Air India has already recruited and deployed over 100 Service Assurance Officers across airports.

  • Published On Sep 12, 2023 at 09:19 AM IST

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