International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Customer Service Operational Challenges at IGI Airport Terminal 3 and Their Impact on Passenger Experience

Author(s) Mr. Rahul Vohra
Country India
Abstract The aviation industry is one of the fastest-growing service sectors, where customer satisfaction plays a vital role in determining service quality and operational success. Airports are service-oriented environments where passengers expect efficient assistance, clear communication, and a smooth travel experience. Customer service personnel act as the primary point of contact between passengers and airport operations, making their role essential in ensuring passenger satisfaction and operational efficiency (IATA, 2023).
This study examines the operational challenges faced by customer service staff at IGI Airport Terminal 3 and their impact on passenger experience. The findings reveal that staff behavior, communication skills, responsiveness, and professionalism significantly influence passenger satisfaction. While technology has improved airport operations, passengers still value personal interaction and human support, especially during delays and travel-related issues (Halpern & Graham, 2021).
The study concludes that continuous employee training, effective teamwork, improved communication, and the strategic use of technology can help overcome operational challenges and enhance service quality. Strengthening customer service operations can improve both passenger experience and overall airport performance (ACI, 2023).
The study highlights the importance of customer service operations in enhancing passenger experience at IGI Airport Terminal 3. Passengers expect timely assistance, clear communication, and professional behavior from customer service staff throughout their journey. The study suggests that regular staff training, better workload management, and improved communication practices can help address operational challenges and contribute to higher levels of passenger satisfaction and service excellence (Mainardes, Alves, & Raposo, 2021; ACI, 2023).
Keywords Customer Service, Passenger Experience, Airport Operations, IGI Airport, Passenger Satisfaction, Aviation Management
Published In Volume 8, Issue 3, May-June 2026
Published On 2026-06-06
DOI https://doi.org/10.36948/ijfmr.2026.v08i03.80491
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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