Rekha Nair, Head Airport Services, Mumbai International Airport Pvt Ltd, India

Speaker Biograghy: Rekha is a business leader with more than 20 years' experience in general management, product development and marketing management, customer engagement and service excellence. She is specialised in defining products and services that delight customers, surpass competition and provide compelling business value. She has a proven track record in leading initiatives to develop and execute revenue models, enhancing brand and product positioning. She is adept at setting up distribution channels in domestic and international markets, management of customer lifecycle and service delivery operations by value creation and customer engagement. She has a deep understanding of travel, tourism, hospitality and the aviation industry.


Day 1 - 15 March
Session: Customer Service & Passenger Experience

16:30 - 16:55 - Airport hospitality redefined – customer engagement through service innovation
Synopsis: With the changing role of airports in air travel today, any world-class airport has a lot to offer for its travellers. However, the accessibility of passengers still by and large depends on signage and traditional information counters. This provides an opportunity for airport operators to identify and develop non-traditional offerings. Mumbai International Airport introduced Pranaam for redefining the concept of airport hospitality, with the aim of turning the airport into an experience point beyond its functional importance. Pranaam is a unique concept that wraps various service offerings in a customised package that meets specific requirements of passengers from various strata.

Audience will learn: