Initiative to get feedback from consumers and ensure prompt service
Kochi airport. (Photo: DC/File)
KOCHI: In a first of its kind initiative in the country, the Cochin International Airport Limited is carrying out a unique consumer connect initiative to enable correct feedback from consumers to ensure prompt service and thereby boost its revenue as well.
The consumer relationship management regime which will be in place next month will ensure that the feedback of passengers is taken from the users during their spare time after check-in. In international departure, one and a half hours is spent by passengers idling after security check-in.
“During that time trained staff of CIAL will approach them with tablets to know their feedback and familarise them with facilities at the airport. Their email id would be collected and their scheduled return will be recorded. Later CIAL would send its newsletters to the email id and will inform the passengers about the prices of various articles at CIAL’s duty-free shop so that they can make a judgement before their departure whether to purchase an item from the boarding country or state or pick it up from CIAL,” said a senior CIAL official.
CIAL estimates that only seven to eight percentage passengers from the departure wing are currently making use of its duty-free shop while 20-28 percent in the arrival segment use it.
“If an increase of five percent is made, we can make significant impact in revenues which now hovers around 75,000 dollars per day,” said the official.
“In other airports in the country, the duty-free shops are managed by outside agencies while at CIAL, the airport company itself is running it. Hence goods are sold at cheaper prices which many users do not know. Our slogan will be best price, great convenience,” said the official. Already 14 personnel have been trained for the purpose and social media too will be used for it.
( Source : dc )
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