Delhi International Airport (P) Limited (DIAL) which manages GMR’s Indira Gandhi International Airport (IGIA), has awarded a three year contract to market research firm Majestic MRSS.
“We are delighted to partner with DIAL in their insight initiative. We are privileged to be awarded this prestigious project,” stated Raj Sharma, Chairman, Majestic MRSS.
The study entails Majestic Research to assist DIAL in monitoring of two key deliverables as per their agreement with Airport Authority of India (AAI) namely - Airport Service Quality and Operation, Maintenance and Development Agreement.
Through these two activities, GMR is able to monitor, manage and maintain the various service related aspects pertaining to Delhi airport’s facilities and infrastructure and its upkeep in line with its agreement with AAI.
As part of Airport Service Quality, passenger feedback is taken across both domestic and international flyers on their experience within the Delhi airport on various aspects right from the time they enter the airport premise to the time of boarding the flight as also from the point of de-boarding to making use of departure facilities and exiting the airport.
These findings help GMR act upon areas pertaining to facilities and amenities. A range of parameters like parking facility, security check-in, baggage handling, boarding experience, immigration as also amenities like retail outlets, cleanliness of toilets, elevators & lifts, flight information system, as also cargo, lounge areas etc are monitored and audited as per pre-decided schedule.
Study findings are collated and act as an input to the international body Airports Council International (ACI), which generates global ranking of 300 airports. As per 2014 results, Delhi Airport ranks No. 1 globally across the airports handling 24-40 million passengers per annum (MPPA).
Commenting on the development Dinesh Bhrushundhi, Chief Quality Officer, DIAL said, “Majestic Research team with its vast experience in market research has fast tracked the ramp of required team for the study and taken up the challenge head-on. We look forward to a long term relations with the team and making use of the insights provided by them to further improve upon the benchmark set by us last year when we became number one across global airports handling 25-40 million passengers per year.”