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Grouse box gets ISO tag

Mumbai airport is the first to get an international quality stamp for its complaint-handling system, reports Soubhik Mitra.

india Updated: Jan 01, 2008 04:14 IST
Soubhik Mitra
Soubhik Mitra
Hindustan Times

Unlike most feedback boxes, dust is not allowed to settle in the ones inside Chhatrapati Shivaji International Airport. Now, an international standards audit attests to the fact.

The airport is the first in India to be certified under the ISO10002:2004 international standard for ‘passenger complaint handling system’. It means responses to your complaints and feedback about the airport will flash on your cellular phone or appear in your email inbox within 48 hours of submission.

United Kingdom-based United Registrar of Systems did the audit for the Mumbai International Airport Limited, the GVK-led private consortium modernising the airport. The Compliment, Comments and Complaint cell of the airport was put under the scanner for six months. “Measuring customer feedback is critical to us as we make positive strides towards our vision of being a world-class airport providing unparalleled passenger experiences,” said Sanjay Reddy, managing director of Mumbai International Airport.

Records at the airport show nearly 700 feedbacks a month, around 40 of these being complaints. Feedback forms are available at the terminal buildings, while the airport website also takes comments to the Mumbai International Airport.

The hero behind processing complaints promptly is ‘mTracker’, an application developed by software company Moveo Systems. “Passengers mainly complain about airlines, which are conveyed to concerned carriers,” said a spokesperson for Mumbai International Airport. “Too much interrogation by Central Industrial Security Force is another issue.”