Hyderabad: GMR Group, which manages Rajiv
Gandhi Hyderabad International Airport, is considering
using Facebook and Twitter to promote the airport and upgrade
the feedback mechanism.
Sources said though the concession agreement with the
government mandates only maintaining a complaint register for
the passengers, RGHIA also accepts complaints and feedback
through other channels such as e-mail, post, website, a toll-
free number, feedback kiosks and feedback forms.
"The Airport already has an official account on Facebook
with thousands of visitors. Currently a team of experts is
working on how to go vigorously using social media. It serves
two purposes, it helps promote the airport and can also get
real-time feedback and complaints," airport sources said.
But official spokesperson of the airport said the
management did not want to comment on this at present.
The airport received 236 complaints last year, 325 in
2010, and all of them were addressed, the spokesperson said.
According to CAPA-SITA`s latest report on India Aviation,
social networks are increasingly being used for communication
"Airlines will see an increase in providing this
capability from 23 percent to 76 percent by 2014, while
airports will see a rise to 73 percent from the current 36
percent," the report said.
In the last two years, four out of five PPP airports in
the country have established social media presence. Currently
social networking is being used primarily for customer
relationship, though in future it may be used for promotion of
services and flight updates, the report added.