Link AI staff evaluation to customer feedback: Study

The study cited "outdated HR policy" and third-party staffing as among key reasons for poor customer service at the loss-making airline, while it has also called for incentives like monthly awards for employees to reduce the number of public grievances. It was conducted by the Quality Council of India for the Ministry of Personnel, Public Grievances and Pensions, following recommendations of a parliamentary committee.

The study was released by Minister of State for Personnel Jitendra Singh on Friday. It involved identification of top grievance categories and recommendations for systemic reforms.

For the Ministry of Civil Aviation (MoCA), the study analysed 4,415 grievances (out of total 12,448 received during the period under review). Of these, the maximum were against the Directorate General of Civil Aviation (DGCA), which accounted for 32 per cent (1,429) of grievances received. Another 31 per cent (1,365) of grievances were received by Air India Ltd and 29 per cent (1,262) were against Airports Authority of India.

The grievances against Air India included poor customer service and unprofessional behaviour from the staff, delay in flights causing missing of connecting flights, misplaced baggage and poor response from the staff, no intimation of flight delay or cancellation and no refund on cancelled flights, the report said. It suggested systemic reforms like "employee performance evaluation on Key Performance Indicators (KPIs) like on time reporting for the flight, customer feedback, complaints against them, as also incentivising staff through awards (Employee of the Month)/monetary perks".

The maximum airport-related grievances included poor capacity at some international and domestic airports, poor infrastructure quality, as also congestion at check-in facilities, security checks and immigration counters.

Other grievances received by the ministry were about baggage allowance, convenience fee, ticket pricing, airport services and travel rules.