‘Service with a smile’ campaign launched at Tiruchi airport to improve passenger experience

‘Yatri Sewa Abhiyan’ 2026, a four-week campaign, will be organised at the Tiruchi International Airport from September 17 to October 10 which will focus on strengthening passenger facilitation, service quality, safety, cleanliness, and courtesy with the objective of making passengers’ journey more comfortable and seamless. 

The campaign is guided by the principles of “Seva and Sankalp” and “Service with Smile”. The emphasis will be on practical improvements at passenger touchpoints, responsive assistance and measurable outcomes that could be sustained beyond the campaign period.  

J. Balasekar, Executive Director (Finance), Airports Authority of India, inaugurated the campaign. Tiruchi Airport Director G. Gopalakrishnan was present.

Certain key activities will be carried out at the airport such as improving cleanliness across the cityside, terminal and airside; reviewing of cityside car parking, transport signages, taxi, auto and app-cab facilities; auditing of passenger seating, charging points and priority facilities for elderly passengers; strengthening Sugam Yatra assistance, including wheelchairs, ramps, lifts, and accessible toilets; improving wayfinding, flight information display system, gate and baggage-belt information and announcements. 

Checking baggage belts, trolleys, lost and found services and creating passenger awareness; conducting joint passenger-facilitation activities including queue management and help desks with stakeholders and CISF, inspecting drinking water facilities, RO systems and water coolers, showcasing local culture, handicrafts and tourism information, reviewing baby care, nursing, child-care, women and family friendly facilities, promoting feedback, Air Sewa and other grievance redress mechanism of the passengers, reviewing medical facilities, ambulance readiness, first aid and emergency coordination, promoting waste reduction, energy conservation and other sustainable practices and supporting first time and elderly passengers with simple travel guidance also form part of the activities during this period. 

The final phase of the campaign will include a comprehensive facility and service-quality audit covering cleanliness, seating, signage, drinking water, toilets, baggage, digital services, F&B, parking, security facilitation, and staff behaviour. 

On October 10, the campaign will conclude with a valedictory programme featuring recognition of exemplary frontline service, presentation of campaign outcomes, passenger feedback, and a review of the improvements achieved. The improvements identified and implemented during the Abiyan will be followed up through a practical sustenance plan with assigned responsibilities and periodic reviews, a press release from Mr. Gopalakrishnan said. 

The Airport Director has invited passengers and all stakeholders to actively participate in this initiative and share their feedback as it would help the airport authorities to identify areas of improvement and make passenger experience more comfortable and efficient at Tiruchi airport.