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Air India to set up Consumer Advisory Forum
August 7, 2010
National carrier Air India has formed three level Consumer Advisory Forums to provide a platform for structured interaction with its prime customers. The Forum, which will be an upgrade of the existing feedback mechanism, will proactively seek customer involvement and also act as a think tank for generating ideas to improve Air India’s product and services, besides the volume of business.
The Consumer Advisory Forum will operate at three levels:
Apex level forum to be headed by Mr Arvind Jadhav Chairman & Managing Director will cover entire Air India.
Regional level Forum – to cover all regions.
Station / Country level Forums to cover all domestic and international stations.
The forums will commission customer satisfaction surveys and undertake analysis of complaints to generate ideas for improvement and identify projects for implementation. The Apex level will submit a periodic report to the strategic Committee of the Air India board. The Secretary to the Apex forum will be a retired Air India official.
The forums will be represented by two members from each of the following categories: Most traveled Frequent Flyers for the last two years; Corporate Houses who have contributed maximum business in the last two years; Industry associations, travel agents, media, eminent persons and retired personnel from Air India, Indian Airlines and Ministry of Civil Aviation.
The winter schedule of Air India was also discussed and some of the issues concerning this were referred to a board sub-committee headed by a board member who is also the Additional Secretary F&A, Ministry of Civil Aviation.