Regarding passenger experience, Air India has a lot of catching up to do, and it is trying to react to the shortcomings of the airline as quickly as it can. In the past months, the airline has already committed to 100% lounge coverage or special treatment for elites and Premium Cabin travellers.

Air India launches Airport Assistance at 16 Airports.

Air India has rolled out ‘Project Abhinandan’, aimed at providing personalised and hassle-free on-ground experience to Air India guests at airports. As part of the project, Air India has deployed specially trained Service Assurance Officers at 16 major Indian airports, who will offer on-ground assistance across airport touchpoints to Air India guests who may require it – at check-in area or lounges, near the boarding gates, during transit, or at the arrival hall.

Air India’s Service Assurance Officers will proactively engage with guests, provide support, or troubleshoot any issues. They are also trained to address unforeseen issues such as missed flights, delayed baggage delivery and misconnections at airports, among others.

Air India’s Service Assurance Officers at airports will provide assistance to any Air India guest, regardless of the cabin class one is booked in. Over 100 Service Assurance Officers have been stationed at the following airports:

1. Ahmedabad
2. Bengaluru
3. Calicut
4. Chennai
5. Delhi
6. Goa
7. Guwahati
8. Hyderabad
9. Kochi
10. Kolkata
11. Lucknow
12. Mumbai
13. Nagpur
14. Pune
15. Varanasi
16. Vishakhapatnam.

The Service Assurance Officers are available at the airports in addition to the other Air India and ground handling agencies’ staff. While I’ve not personally seen any of these officers, they seem to remind me of the Delta Red Coats, a programme launched by Delta Air Lines in 1962, where Passenger Service Agents, today known as “Red Coats,” are available at all times to assist customers at the airport.

Bottomline

Air India has launched a new Service Assurance Officer programme, not branded very sexily, but akin to the Delta Red Coats (hopefully), where 100 agents at 16 airports across India hope to solve problems faced by Air India customers. These agents seem to be jack of all trades and can help you with missed flights, delayed baggage delivery and misconnections at airports, amongst other issues.

What do you think of Air India’s new Service Assurance Officer programme?

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