Lost your wallet at the Delhi airport? Found a plug point that is not working or the staff is not cooperating? You may log in to social media to register your complaint.
Air passengers are taking to Twitter, Facebook and other social media platforms to get their complaints registered. In February, a passenger complained on the Twitter handle of Delhi airport about an unauthorised transaction that with his card at a shop at the Delhi airport.
The airport management contacted the shop owner and helped the passenger. Similarly, when a passenger lost his wallet which had his visa, the airport staff not only found it but also asked the airline to hold the flight for the passenger.
The Delhi International Airport Limited (DIAL) gets around 1,500 queries in a month. “We get queries like check-in time, how to spend time at the airport, shopping and eating options at Delhi airport. People enquire about store or services which we provide and we even get queries from foreign travellers about visa and other related information,” said a DIAL spokesperson.
Even a complaint about non-functional sensors at the airport parking was addressed after a user complained on Twitter.
According to officials, 65% queries are neutral (check-ins - travelling to or from Delhi), 34% positive and 1% negative. “We try to provide customer support through our social media platforms. A lot of features and information is shared through the Delhi airport social media to provide information to people and help them make their journey easy and smooth,” the spokesperson said.
Delhi airport has over four lakh followers on Facebook and more than 30,000 on Twitter. “Lost and found queries are handled on Twitter. Plane spotting, celeb spotting are quite common tweets where people tag Delhi airport. Often a news article becomes the most tweeted thing. We design contests to engage with our social media audience. Some of the contests are fun-based but most are designed to take a subtle feedback on the airport,” the spokesperson added.
Delhi airport handles the highest number of passengers across the country.