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A website, 24/7 call centre and customer relationship management (CRM) software were launched at Hazrat Shahjalal International Airport (HSIA) on Thursday so that passengers can lodge their complaints and queries to get remedy within the shortest time.
"The new website will be extremely helpful for passengers, providing information on everything from flight schedules to cheque-in procedures," HSIA executive director Group Captain Kamrul Islam said at the inauguration ceremony of the three services at the HSIA, reports BSS.
The website is made in both Bengali and English languages so that air travellers can learn about the airport's various services, directions and information on domestic and international flights.
Through the web portal, passengers can also know about the activities of different organisations working at HSIA, including all the rules for travelling abroad and arriving from abroad.
The call centre is comprised of new customer service personnel who will work 24/7 to answer any queries or concerns of passengers.
The call centre will also be operated in both Bengali and English languages so that passengers from all over the world can talk to the call centre representatives about any of their issues.
"Our main objective is to ensure quality of service to all the passengers travelling through the airport. I think the launching of new websites, call centres and Customer Relationship Management (CRM) software will play a significant role in providing quality service to the passenger," Islam said.
He also said that various complaints of the passengers will be recorded weekly, fortnightly and monthly and the passengers will be notified while resolving their complaints through the CRM team.
Two numbers of the call centres are 09614-013600 and 13600.
The new CRM software will enable HSIA to better store and resolve passenger complaints, suggestions. CRM software will help personalise passenger service and make the airport experience more efficient for everyone.
"Hopefully our call centre will receive all passenger complaints and resolve them quickly through the CRM team," Islam added.
Civil Aviation Authority of Bangladesh (CAAB) Chairman Air Vice Marshal M Mafidur Rahman said, "I hope these new initiatives will make HSIA a more comfortable and pleasant place to travel."
Among others, senior officials of CAAB and HSIA were also present at the juncture.