Air India staff told to smile
Ashwani Lohani on Friday asked its employees focus on safety and customer experience
By : DC Correspondent
Update: 2015-09-12 06:35 GMT
Hyderabad: Maintaining that Air India will have zero toleration to indiscipline, the national carrier’s newly appointed chairman Ashwani Lohani on Friday asked its employees focus on safety and customer experience to improve its branding.
“Safety is paramount and there will not be any compromise on safety related matters,” Mr Lohani said in a letter of Air India’s employees. The Air India CMD said that the national carrier should guarantee at least 90 per cent on-time performance (OTP).
He said there was a need to enhance passengers experience. “It can be done through high standards of cleanliness of the aircraft, improvements to the cabin, audience anno-uncements and courteous behaviour among others.”
The Air India chairman further added, “We are in a service industry. And therefore all our employees should have a smile on their face and eagerness to serve our customers. Service actually has to be done from the heart and our mascot, the Maharaja, symbolises the same.”