New Delhi: Ever lost something at the Delhi airport and never knew where to go? Things may be different now, all thanks to the social media.
With social media gripping the imagination of all age groups, people are now increasingly using Facebook, Twitter and other social media platforms to file their grievances, including airline passengers.
In February this year, a passenger filed a complaint on the Twitter handle of Delhi airport about an unauthorised transaction done with his card at a shop at the airport. The airport management immediately responded to the complaint and helped the passenger.
Another passenger filed a complaint on airport’s Twitter handle regarding the loss of his wallet which had his visa. Immediately acting on the complaint, the airport management not only found the lost wallet but also asked the airline to hold the flight for the passenger.
Delhi International Airport Limited (DIAL) said that they receive about 1,500 queries in a month out of which 65 per cent are neutral, i.e. related to simple inquiries like flight check-ins, 34 per cent are positive and the remaining 1 per cent is negative.
“We get queries like check-in time, how to spend time at the airport, shopping and eating options at Delhi airport. People enquire about store or services which we provide and we even get queries from foreign travellers about visa and other related information,” a DIAL spokesperson told Hindustan Times.
“We try to provide customer support through our social media platforms. A lot of features and information is shared through the Delhi airport social media to provide information to people and help them make their journey easy and smooth,” he further added.
The DIAL spokesperson also said that lost and found queries are mainly handled on Twitter.
“Lost and found queries are handled on Twitter. Plane spotting, celeb spotting are quite common tweets where people tag Delhi airport. Often a news article becomes the most tweeted thing. We design contests to engage with our social media audience. Some of the contests are fun-based but most are designed to take a subtle feedback on the airport,” he said.
