SVPI Airport Delivers Record Customer Satisfaction During Festive Rush
Newzdaddy Business Updates
Synopsis of the Article
- SVPI Airport in Ahmedabad scored high on customer satisfaction during the 2024 Diwali season.
- Managed by Adani Airport Holdings Limited, SVPI achieved notable scores due to planning and infrastructure upgrades.
- In October 2024, the airport scored 4.95 for departures, 4.85 for arrivals, and 4.97 for meet-and-greet services.
- Multiple stakeholders, including CISF, Customs, and airlines, contributed to these positive results.
- Initiatives introduced included:
- Expanded check-in counters and entry gates at Terminal 2.
- Increased aerobridges, seating, and shuttle services for smoother passenger flow.
- Enhanced facilities for travelers with reduced mobility and better baggage handling.
- Added mobile charging, improved Wi-Fi, and more signage.
- New food and beverage outlets, smoking rooms, and heritage-themed decor.
- The airport continues to enhance its passenger experience and aims to set new standards in airport services.
SVPI Airport’s Exceptional Customer Satisfaction During 2024 Diwali Season
The festive season in India always brings a surge of travelers, and Sardar Vallabhbhai Patel International Airport (SVPIA) in Ahmedabad was well-prepared to handle it this Diwali. Thanks to strategic planning, collaboration, and significant infrastructure upgrades, SVPIA achieved exceptional customer satisfaction scores during this bustling travel period. Managed by Adani Airport Holdings Limited, SVPIA focused on creating a smooth and memorable travel experience for all passengers.
Record-Breaking Customer Satisfaction Scores for SVPIA
In October 2024, SVPIA recorded impressive customer satisfaction scores, demonstrating the effectiveness of its new measures. Passengers rated the airport highly, with a Customer Satisfaction Score (CSAT) of 4.95 for departures and 4.85 for arrivals. The “Meet and Greet” service received a remarkable 4.97 score, highlighting the positive response to the facilities provided. This success results from the combined efforts of the airport’s team and multiple stakeholders, including the Bureau of Civil Aviation Security, the Airports Authority of India, CISF, Customs, Immigration, airlines, and local police.
Pre-Festive Planning for Enhanced Passenger Experience
Anticipating a high passenger volume from October to December, SVPIA began implementing a series of upgrades. The airport took a customer-centered approach, ensuring that each step of the traveler’s journey was enjoyable and efficient. SVPIA’s proactive efforts showcased how thoughtful planning and teamwork lead to exceptional results.
Expanded Check-In Hall and Entry Gates
One of the main improvements was the expansion of the check-in hall at Terminal 2. The airport increased the number of check-in counters from 34 to 56, significantly reducing wait times during peak hours. The entry gates were also expanded from eight to twelve, further ensuring a seamless entry process for passengers.
More Aerobridges for a Hassle-Free Boarding Experience
To improve passenger flow, SVPIA added two new aerobridges, bringing the total count to six. These aerobridges allow passengers to board directly from the terminal, eliminating the need for shuttle transfers and enhancing overall convenience.
Domestic-to-Domestic Transfer Area for Faster Transits
For passengers connecting domestically, a dedicated transfer area was made operational to decongest key areas and reduce wait times. This feature has been especially useful for passengers transiting through Ahmedabad, making the journey smoother and more pleasant.
Enhanced Facilities for Passengers with Reduced Mobility
SVPIA implemented specific markings and designated spaces near baggage belts and parking areas for passengers with reduced mobility. These changes ensure that all travelers, regardless of physical abilities, experience convenience and comfort.
Improved Baggage Handling and Faster Claims
To further expedite the passenger journey, SVPIA staged baggage trolleys in advance, streamlining the baggage claim process. This improvement saved passengers time and allowed for a smoother departure from the airport.
Expanded Seating and Free Shuttle Services for Comfort
With the high passenger influx, SVPIA expanded its seating capacity to accommodate more travelers. Terminal-1 now has 1,000 seats, while Terminal-2 offers 1,100 seats. Additionally, the airport doubled its free shuttle service between terminals, increasing from one shuttle to two, easing movement for passengers.
Technological Upgrades to Stay Connected
In response to modern travelers’ needs, SVPIA enhanced its Wi-Fi connectivity, adding mobile charging points and additional Wi-Fi routers throughout the airport. Free Wi-Fi coupons were also introduced for international travelers using non-Indian SIM cards, ensuring that all passengers can stay connected while at the airport.
Enhanced Signage for Seamless Navigation
To assist travelers in finding their way, SVPIA installed over 500 new signs across the airport. This improvement in wayfinding has helped reduce confusion, allowing passengers to navigate the terminals with ease and efficiency.
Streamlined Security Checks for Smooth Transitions
SVPIA made security checks smoother by implementing a “swing operation” at the Terminal-2 security checkpoint, used for both domestic and international passengers based on traffic flow. This measure ensured a more manageable security process without compromising safety.
Added Amenities for a Comfortable and Enjoyable Journey
New Food and Beverage Options
New food and beverage outlets were opened in both terminals, providing passengers with diverse dining options to suit different tastes. All outlets were well-stocked to cater to the increased demand during the festive season, allowing travelers to enjoy local and international flavors.
New Smoking Rooms and Heritage Decor for a Unique Experience
SVPIA also introduced a new smoking room to cater to passengers who smoke. Additionally, a heritage theme was introduced at Terminal-1, featuring a “green wall” to create a calming atmosphere. At Terminal 2, travelers can enjoy the Hulchul Wall and other artistic displays celebrating Gujarat’s vibrant culture, adding a unique touch to the airport environment.
Improved Lost and Found Services
The airport introduced a nominal fee service for passengers to easily retrieve lost items. This convenient addition has been well-received, making it easier for travelers to recover misplaced belongings.
SVPIA’s Dedication to Passenger Satisfaction
With the success of the Diwali season, SVPIA remains committed to further enhancing the passenger experience. These recent upgrades are part of an ongoing effort to set new benchmarks in airport services, aiming to offer an efficient, comfortable, and culturally rich journey for every traveler. SVPIA’s proactive measures and attention to detail underscore its dedication to elevating airport standards for travelers today and in the future.
Must Read:
The Historic Hulchul Wall at SVPI Airport Brings Ahmedabad’s Rich Past to Life
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