User Charter

Service with Safety

It is our aim to provide safety and quality in Airport Management through state-of-the-art infrastructure for total Customer Delight.

Why User Charter?

This Charter explains our commitments to the users of our Airport and what they can expect from us.

The charter set out commitments to passengers in the following areas: 

• Standards for Passenger Service
• Availability of Information
• Passengers who require assistance
• Buying a Ticket
• Lost Property
• Feedbacks
• Response times

 

Customer Delight is our motto! It is the intention of the management of the Airport to provide quality service to the users.”  CEO-Adani Airports

User Charter brings to the users, the rules and rights that apply to travel in an easy-to-understand format.

Overview

Air travel is now a part of everyday life. Many first time flyers are now experiencing the ease and convenience of flying.  The charter provides a clearer and more consistent airport passenger details and requirements in air travel – including standards of treatment and, assistance to passengers. 

We believe if passengers has ease of information, they can enjoy a more and comfortable journey.

1. Introduction

Customer Delight is our motto! It is the intention of the management of the airport to provide quality service to the users of the Airport through its trained manpower and contractors.

We Aim to provide:

• Safety and security for the users of the Airport
• Clean & hygienic environment
• Reliable and easy to understand information
• Polite, Customer friendly and helpful staff
• Enjoyable and reasonable shopping and eating experiences
• Availability of essential facilities

2. Our standards for Passenger Service

We will continue to toil hard at improving our performance to provide you with a reliable and comfortable service at our airport.

2.1 Approach to the airports

We will undertake all efforts to make your arrival within the Airport area safe, smooth and comfortable. Our traffic plans will be oriented in such a manner that will enable easy entry into and exit from the Airport area. 

2.2 Entry to the Terminal Building

We will ensure that the entry into the Terminal Building is hassle free and when multiple entries are available, information will be suitably indicated at the entrances dedicated to specific airlines.

Entry to the Terminal Building will be non-discriminatory. However, visitors accompanying passengers will have to pay the entry fee as prescribed for the entry pass. Entry pass will be issued to individuals with valid govt. ID for a limited timeframe of 120 mins. The entry of the visitors may be curtailed or suspended at times as per the needs of security.

2.3 Luggage

We will ensure the availability of luggage trolleys in adequate numbers to all the passengers who are in need of the same. Paid porter age service will also be made available for the passengers who needs it.

2.4 Parking of Vehicles

It will be our endeavor to provide adequate parking space for the parking of various vehicles like car, scooter, bus, etc. The usage of parking facilities will be available on payment of prescribed fees, which may vary according to the vehicles and the type of parking used. It is our aim to ensure and arrange adequate parking spots so that to minimize waiting time.

2.5 Length of the Queue

Adequate number of check-in counters, X-ray baggage machines, conveyor belts etc. will be provided so that the time spent on queues is kept at a minimum.

2.6 Facilities

We are bound to provide free facilities like toilets, clean drinking water, liquid soap and child care room to the passengers. All other facilities will be available on payment basis. All the essential facilities for eating, drinking and shopping for travelers' need, will be available in a pleasing atmosphere. In order to ensure availability of reasonably priced basic beverages and food items, vending machines would be installed at convenient locations. We will ensure that the vendors price their items as per laws relating to MRP. Vending machines of competing vendors will be provided to ensure competition and choice to the passengers. We will also ensure the cleanliness and hygiene of the Terminal Building so that you spend your time in a related and pleasant manner.

Our target is to minimize the time that you have to stand in a queue for your luggage / baggage.

2.7 Seating

The waiting area for the users will be so planned so as to cater and fulfill the requirement of max number of passengers in the Peak Hour capacity.

Adequate lighting will be provided for your comfort and the temperature inside the Terminal Building will be maintained at moderate levels to feel more comfortable.  We will also ensure to maintain adequate temperature difference between outside the Terminal Building and the temperature inside the Terminal Building basis different whether and seasons. 

2.8 taxies

We will ensure the adequate number of prepaid taxies are available when you arrive with a minimum waiting time.

2.9 Planned / Unplanned Engineering Works

We will ensure, whenever any modification/repair works are carried out, the area is adequately cordoned off, clear signage is available and normal functioning of the Airport is not affected in anyway.

3. Availability of Information

Information is Power

We will provide timely information regarding the arrival and departure timings of flights. The information will also be available before you enter the Terminal Building so that you can spend more time with your relatives/friends in case of any delay. We will also provide clear and easy understood universally accepted signages inside the Terminal Building, so that you can avail all the facilities without asking for anybody’s help.

However, if you need any help, our trained staff will be there to lend you a helping hand. The accuracy of the flight timings and abnormal delays largely depends on the cooperation by the airlines. We will make all efforts to coordinate with the airlines and update the information immediately on receipt.

4. Passengers who require assistance

We are concerned with the needs of passengers with reduced mobility. We are committed to provide:

4.1 Assistance to passengers

Our trained staff will be ready to help you once you bring the requirement to their notice.

4.2 Washrooms

We will ensure availability of friendly and easy to use washrooms in adequate numbers for differently abled / passengers with reduced mobility.

4.3 Ramps

Wherever feasible, ramps will be provided for the wheel chair passengers.

4.4 First Aid Facilities

Facilities are available for meeting any unforeseen medical emergencies and first aid will be provided by qualified professionals. There are signage’s across the terminal which can guide you to reach nearest first aid facility.

5. Buying a Ticket

Buying a ticket is very easy and convenient at the Airport. Adequate number of ticketing counters of all major airlines are provided at the Airport. They will also be open to the users coming by air and proceeding to another destination can also purchase their tickets without going out of the Terminal Building.

6. Lost something at Airport?

Lost Property

Lost something at airport? You may get it back from the Lost Property Office located in the Terminal Building.

All the lost and found items will be sent to the Lost Property Officer in-charge. You may get in touch with them for recovery of your lost items. 

7. Have any Feedbacks? We are always listening to your views.

Customer delight is our motto. Continuous improvement is our aim. Your Feedback is really important for us to improve our services.

Periodic analysis of the User Satisfaction Survey on the different aspects of our service shall be carried out. To record your suggestions/complaints, suggestion books have been made available at various locations. You can also contact us through correspondence or our phone lines or through our website.

8. Our Responses

    Our promised response times

When you write to us, you should hear from us within seven working days.

• In case it needs a longer time to provide a full reply, we will send you an acknowledgement within 7 (seven) working days and reply within 25 (twenty five) working days.

   

• If a full reply cannot be made within 25 (twenty five) working days, we will contact and update you.
• There are several agencies involved in providing the various services at the Airport. Some of the services we have promised above may involve interaction and coordination with these agencies who are primarily responsible for the provision of the service. In this case, we shall make best efforts to address your concerns.
• If you are unhappy with our reply, we will make all our efforts to make you satisfied with our response. Kindly let us know. This will help us identify weak spots and continually improve our performance.

9. Contact US

Your Right to Information

While you travel, you require information on flight details, baggage, to & fro from Airport, travel guide. All these information are now just clicks away.

Your Right to Escalate

In case you doesn’t feel something right. Lodge a complaint or share your feedback. If you are not satisfy with resolution provided escalate it.