In one-of-its-kind initiative to audit and improve service offered by its employees at airports, Air India carried out a surprise inspection at the Delhi airport. The inspection team found that the employees were lax in providing service to travellers.
On Thursday evening, a three member team of Air India inspected the service quality offered by its staff at Terminal 3 and found that the clearance of passengers at the check-in counters took more than double the time prescribed under the standard operating procedure (SOP).
“A passenger should not wait for more than three minutes at the check-in counter. But our inspection found that it was taking up to eight minutes for a passenger to get a boarding pass. Time taken was huge primarily due to two reasons — all counters scheduled to be functioning were not functioning and all employees were not present,” said a senior Air India official.
The airline was scheduled to operate 24 check-in counters at that point in time but only 16 of them were operating and out of 62 staff scheduled to be present, only 51 people were present.
The official said that such inspections will continue and the airline plans to carry out surprise inspections at all major airports in the country and abroad too.
The plans for a surprise inspections was a brainchild of the company chairman Rohit Nandan. He has also asked officials to carry out inspections in aircraft and at the operations side of the airports. Such surprise raids will become a normal feature of Air India operations soon said the official connected with the exercise.
Ground handling services at the Delhi airport is being provided by the Air India Singapore Airport Terminal Services but the officials involved in the inspection feel that the ground handler provides better service than Air India to other carriers.
“Services provided by AISATS is better to other carriers than us because our employees do not monitor them. Such a lax attitude cannot be tolerated when the salaries are being paid from government’s support,” said the official adding that action will be initiated against employees due to their lax attitude.
The team also found that there were no floor walkers guiding the passengers and absence of proper signage guiding passengers.
* Air India’s surprise inspection at the Delhi airport found huge lax in providing proper service to the airline passengers
* Only 16 check-in counters were operating when the requirement at that time