Bangalore International Airport Limited invests in safe, seamless customer experiences | AEM Community Blog Seeding

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Bangalore International Airport Limited invests in safe, seamless customer experiences by Adobe Blog

Abstract

Starting a new job is unnerving at the best of times, but stepping into a leadership position with a pandemic at your doorstep can really test your resolve.

This was the situation Shalini Rao confronted when she took up the role of CMO at Bangalore International Airport Ltd (BIAL) in November 2019.

Mere months after her tenure began, COVID-19 gradually began to weaken the aviation industry.

The 33.3 million passengers who had passed through Kempegowda International Airport, Bengaluru—a busy airport in southern India—were now largely confined to their homes, and for those where travel was essential, had major reservations about doing so.

To understand the passenger perceptions and expectations on air travel amid pandemic (from April – July 2020), BIAL conducted a digital survey by reaching out to passengers who had travelled through BLR Airport in the past.

The survey revealed only 24 percent of respondents were likely to fly once the airport reopened after lockdown, and only 27 percent felt comfortable with the overall airport experience.

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Bangalore International Airport Limited invests in safe, seamless customer experiences

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