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Global recognition for ensuring passengers’ requirements were assessed and implemented during the Covid-19 pandemic

BIAL launched campaigns to understand passenger needs and perception towards air travel

BIAL gathered passenger feedback through ACI’s Airport Service Quality (ASQ) programme

Bengaluru, NFAPost: Bangalore International Airport Limited’s (BIAL) continuous efforts to understand the needs and requirements of passenger during the Covid-19 pandemic earned Kempegowda International Airport, Bengaluru (KIAB/ BLR Airport) a global recognition from the Airports Council International World’s ‘Voice of the Customer’ initiative.

The ‘Voice of the Customer’ recognises airports that continued to prioritise their customers and remained committed to ensuring that their voice was heard during the Covid-19 pandemic in 2020.

Commenting on the development, ACI World Director General Luis Felipe de Oliveira said BLR Airport has made significant efforts in gathering passenger feedback through ACI’s Airport Service Quality (ASQ) programme.

“This helped better understand the customers and demonstrate BIAL’s commitment towards delivering a superior customer experience under trying circumstances,” said Luis Felipe de Oliveira.

Driven by a customer-centric mindset, BIAL ensured that stringent measures were in place at every passenger touch point to ensure that air travel was made as safe as possible during the pandemic. Under the #WeAreHereForYou umbrella, various campaigns were launched to spread the message and rebuild passenger confidence in air travel following the outbreak of Covid-19 in 2020.

BIAL Managing Director and Chief Executive officer Hari Marar

Expressing happiness over the recognition, BIAL Managing Director and Chief Executive officer Hari Marar said BIAL is honoured to receive this prestigious global recognition.

“This recognition is a testimony to the tremendous efforts the team made to understand the needs and concerns of passengers. Our campaigns, built around customer concerns, aimed at showcasing the ‘new’ Airport experience and the measures taken to reassure them of a safe airport experience,” said Hari Marar.


The ‘Voice of Pax’ survey was conducted in phases to understand passenger perception towards safety of air travel amid pandemic.

Based on the data received, a series of campaigns were launched to drive awareness of the new contactless journey, maintaining personal hygiene, the efforts of the frontline team, initiatives to make BLR Airport safe during the pandemic, support government campaigns and apprise passengers about travel guidelines issued by both State and Central governments.

A dedicated webpage – Voice of BLR – was created on the BLR Airport website ( to enable the availability of factual and updated information related to air travel during COVID-19. An FAQ series was launched to address potential travel-related COVID-19 queries of passengers.

The FAQs were extended on social media platforms to share real-time information and updates on the evolving situation on travel and quarantine advisories issued by GoI, screening procedures and airport operations, among others.  

In addition, campaigns were initiated on social media to drive engagement among followers and passengers with posts focused on five communication buckets: Airport operations readiness to resume post lockdown, BLR Memories, Topical Posts, Virtual Travel and Business Updates.

Videos on sanitisation, safety measures and screening procedures, F&B and taxis were created and made available on our social media platforms and website to reassure passengers and inform them about various measures being taken to ensure their safety.

With real-time, updated information about the need of the hour, the Engagement Centre team at BLR Airport was available 24×7 to respond to queries on phone, email, social media, and WhatsApp.

The Information Desk at the Terminal went virtual, thereby enabling travellers to have real-time conversations with Airport staff, over touch-free video. QR codes were placed inside Airport Taxis and at the Terminal, which helped passengers scan and read departure and arrival guidelines on their mobile devices.  

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