Strengthening Passenger Feedback and Grievance Redressal by AAI
The Airports Authority of India (AAI), under the Ministry of Civil Aviation, is observing “Yatri Seva Abhiyan 2026”, a nationwide initiative focused on putting passengers at the centre of airport services.
Passenger Feedback Channels:
- QR codes at high‑footfall areas for easy access to feedback forms.
- Promotion of AirSeva app, suggestion boxes, and kiosks.
- Review of grievances received through CPGRAMS and other monitored platforms.
Listen & Resolve Desks:
- Dedicated interaction points at airports where passengers can directly share concerns with staff.
- Immediate corrective action taken for locally resolvable issues.
- Documentation of actions to ensure accountability.
Focus Areas:
- Strengthening grievance redressal mechanisms.
- Addressing recurring complaints to improve service delivery.
- Ensuring feedback translates into visible improvements rather than just records.
Impact
This initiative reinforces AAI’s commitment to:
- Creating an open and responsive passenger service environment.
- Making passenger voices an integral part of continuous improvement.
- Enhancing ease of living and ease of travel through timely grievance resolution.
It’s a strong step toward ensuring that airports are not just transit points but service‑oriented spaces shaped by passenger experiences.
