GMR Hyderabad International Airport Ltd. has launched “Passenger is Prime (PIP)” programme, which would see a host of new initiatives aimed at delivering an enhanced level of service to the passengers using the airport.

Working under the motto of ‘One Family – One Mission’ the entire Hyderabad Airport family including airlines, government and regulatory agencies such as CISF, Customs and Immigration and various other service providers will work together to offer a number of new initiatives in the coming days.

In the first initiative under this new programme, the airport is deploying a dedicated team of young Passenger Service Associates (PSA) across the airport to assist and support passengers.

A team of more than 50 young and enthusiastic PSAs are being deployed across key touch points within the terminal, always ready to reach out to passengers to help in their journey through the airport. These PSAs will play the role of passenger evangelists and they will also provide special assistance to passengers with special needs such as expecting mothers, ladies travelling alone, women travelling with infants, senior citizens and passengers with reduced mobility among others.

The staff chosen as PSAs have been provided with special training under the aegis of Ramakrishna Math, Hyderabad on service orientation in order to help them better understand the needs of passengers and pro-actively provide immediate assistance whenever required.

Easily identifiable in their turquoise green t-shirt with ‘Passenger is Prime’ and ‘Happy to Help’ engraved on the back, these PSAs will be available at points such as the check-in area, security check area, transfers area and security hold/boarding area among others.

Depending on the feedback from the passengers, the initiative may be scaled up to cover more areas within the airport with the increased number of PSAs in the days to come.

SGK Kishore, CEO, GHIAL, in a statement said, “We are committed to providing best in class services to the passengers at Hyderabad Airport. ‘Passenger is Prime’ is a concept which captures our entire philosophy and focus on passenger experience."

“Over the past couple of years, the growth in passenger traffic has been really robust, and the annual traffic through Hyderabad Airport has increased by around 45 per cent in just 2 years, which is unprecedented and unparalleled. In this backdrop, we have already initiated steps to expand the airport’s capacity significantly, and the construction work is expected to begin in the next couple of months. At the same time, we have also taken a number of measures to help improve the passenger experience and service quality at the airport, such as the reconfiguration of domestic security check area with enhanced throughput capacity, hassle-free and quick E-boarding facility on a majority of domestic flights and widening of departure and arrival ramps for better vehicular movement among others," he said.

"The programme is a natural progression of our continued focus on improving passenger experience at the airport, and we intend it to be the common platform for a host of new passenger-centric initiatives to be launched by various stakeholders who are a part of the Hyderabad Airport community,”he said.

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