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General Manager, Indira Gandhi International Airport
Last year, Indira Gandhi International Airport (Delhi, India) hit an important milestone by handling 63.5 million passengers. In fact, it is now ranked among the top 20 busiest airports in the world. But, with these great numbers, also come great challenges. How can we maintain passenger convenience and comfort amidst this growth? How do we modernize verticals while improving check-in and baggage handling? Most importantly, how can we delight our customers? Technology plays a key role in all these aspects.
If you look at the Indian aviation landscape, you’ll see it has to evolve still in terms of getting into systems automation and installing the required hardware. Automation needs to be implemented in phases - this is how we initially implemented Amadeus Airport Operational Database , which is already at the heart of our IT environment. It has provided us with a state-of-the-art, fully scalable solution, combining a high level of security and great performance. Because of initiatives such as these, we have been able to secure numerous accolades including being ranked number 1 in the ACI Airport Service Quality Awards 2017.
One of our big priorities in the future, after optimizing our runways, is optimizing our check-in counters. We want to be flexible enough to share check-in counters between airlines. Currently, we feel they are under-utilized. This is a big challenge we need to tackle and we’re looking to do this through the optimization and automation of the whole check-in process.
We want the entire airport experience to be a positive one for our passengers. This means making it a memorable one for the right reasons. Innovation will be crucial in this process, helping us successfully take on the check-in process and much more. We’re confident that partners like Amadeus will be there working hand-in-hand with us during this journey.