IA zeroes in on customer services

NEW DELHI, May 23: Fierce competition from private airlines like Jet Airways and Sahara and the prospect of the Tata-Singapore International...

NEW DELHI, May 23: Fierce competition from private airlines like Jet Airways and Sahara and the prospect of the Tata-Singapore International Airlines deal coming through seem to have finally prompted Indian Airlines to spruce up its act.

Though IA was rated by many passenger surveys as the “least preferred” airline in 1994, officials claim its market share has gone up slightly. The airline has carved out the post of Director (In-flight services) to exclusively look after the cabin crew, passenger services and complaints, and catering.

Director (Human Resource Development) and Director (Marketing) — have also been created. The airline had earlier introduced diet meals on its flights. Chairman and Managing Director P C Sen recently launched ACCESS, a programme aimed at serving passengers.

“Tell us about your flight today and change the way you fly tomorrow” is the theme of this latest customer-service programme which will be supervised by the deputy MD. ACCESS will monitor customer services on boardevery Indian Airlines flight and is being backed up by a major publicity campaign.

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