CASE 4

1. Why was Reema Ahluwalia so angry? Discuss with reference to customer

service expectations.

Reema Ahluwalia was angry because she felt that the customer service she
received at Delhi International Airport was poor. Ahluwalia claimed that two
weeks prior, at the Delhi airport, jewels had been taken from her checked
baggage, and also that the airport administration had not acted on her
complaint. Ahluwalia said she learned about the theft after arriving in Delhi
from Dubai. She expected a follow up from the airport and the airlines but she
said that there were no updates regarding the case and she complained that
no action was taken regarding the alleged theft. She expected them to find the
jewels and hand them back over to her with proper apology or else she would
take legal action against them by filing a police complaint and suing them in
consumer court.

2. What are the fundamental service challenges the IGIA team is facing?

Fundamental challenges faced by IGIA

 Lack of right mix of well trained staff
 Lack of professionalism and innovation
 Poor service rating of all airports in country
 Conflicting interests between the stakeholders
 Negative feedback on various social media platforms

These were some of the fundamental challenges faced by IGIA

3. After reading the case, what do you think are the broader challenges Rao
is facing and how should he tackle them?

The broader challenge which Mr Rao faced was to find a way to align service
philosophy of everyone who are working at IGIA. Each of them had a different
take towards providing better service so it was important for Mr Rao to make
sure that everyone are on the same page in achieving the goal. He found that
there was a lot of gap between the expected service delivery and the
performance from the staff. Rao has faced a variety of challenges while
working to improve the Delhi International Airport. He observed lots of
problems when he took a walk through terminal 1 an 2. Passengers had to
travel a long way to acquire trays for themselves. The stressful environment
was made worse by security employees shouting at the top of their lungs
about goods that weren't allowed in cabin bags. During busy hours, he noticed
that there wasn't enough space for passengers to sit at the boarding gates.
There were only two restaurants selling Indian food, and both had lengthy
waits. The state of the restrooms was his most alarming observation. On the
other hand, he is building the new terminal that could be more efficient and
modern, which should help to improve the entire experience of passengers.

4. How did the IGIA team work on building the airport service experience?

The team believed that the passengers were also equally responsible for
the kind of experience they have at the airport. They said that if the
passengers cooperate with staff then the airport can serve them better.
They want to tackle the problem by creating awareness among the
passengers by making them aware of the rules and regulations of the
airport and the security procedures and also educate and encourage them
to use technology to self check in and to make the boarding procedure
more easier.
The team at IGIA is aiming to establish a better airport service experience
by
 Enhancing customer service
 Expanding employee training, and
 Providing an atmosphere that is more customer-friendly.