Air India might decrease dependence on its previous ground-handling subsidiary, AIASL, as it responds to flight deferrals and client complaints. It is investigating different choices at airports served by AIASL. AIASL serves Air India at all air airports with the exception of Delhi, Bengaluru, Hyderabad, Mangalore, and Thiruvananthapuram. At these five airports, ground handling with is finished via Air India’s joint venture firm AISATS. Dogra said the number of flight delays has expanded from 3.7 percent to 11.9 percent of the total.
“We are getting large number of escalations across all channels highlighting delays as well as lack of professional handling of customers at AIASL handled airports,” said Dogra adding that these were affecting the airline’s brand image and goodwill.
Rajesh Dogra, the airline’s head of customer experience and ground handling, listed eight issues of concern in a June 29 letter to AI Asset Holding Limited. These include staff shortage, discourteous behaviour with customers, old and dysfunctional equipment, mishandling of baggage and lack of effective governance by AIASL. AI Asset Holding controls AIASL.
A senior AIASL official said the main issue was a staff shortage. “Staff is being hired across stations on a war footing to improve our service,” he said.