Air India introduced 'Project Abhinandan', aimed at delivering a personalised and hassle-free experience on the ground for its passengers.

As part of this initiative, Air India has stationed a team of specially trained Service Assurance Officers at 16 major Indian airports. These officers provide ground assistance to Air India guests at various airport touchpoints, including check-in areas, lounges, boarding gates, transit points, and the arrivals hall.

Air India's Service Assurance Officers will strategically position themselves to proactively engage with guests, expand support and address any issues. They are well prepared for unexpected situations such as missed flights, delayed baggage deliveries and wrong connections at the airport, among other challenges.

Rajesh Dogra, Chief Customer Experience & Ground Handling Officer at Air India, said: "Airport experiences can be daunting for many air travellers, regardless of their travel frequency. " Project Abhinandan' represents our sincere commitment to simplifying the airport experience for our guests. Our goal is to significantly improve their overall travel experience and create a welcoming and comfortable environment for them when they choose to fly with us."

He further emphasized, "Flying is a great experience and we want our guests to enjoy it seamlessly. Constantly exploring new ways to enhance this experience is part of our ongoing efforts to transform Air India into a world-class airline. 'Project Abhinandan' is an important step in that direction."

These Service Assurance Officers stationed at airports will be available to assist any Air India guest in need, irrespective of their booked cabin class. The airports covered by this service include Ahmedabad, Bengaluru, Calicut, Chennai, Delhi, Goa, Guwahati, Hyderabad, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, Pune, Varanasi, and Vishakhapatnam. These officers will complement the existing Air India and ground handling agency staff. To date, Air India has successfully recruited and deployed over 100 Service Assurance Officers across these airports.