Creating delightful experiences out of the ordinary at Manohar International Airport

Shiv Kumar, Chief Marketing & Passenger Experience Officer talks about the experience at Manohar International Airport – a new airport in Goa.

According to Shiv, the four building blocks of passenger experience are:

• “Help” – You have all the basic amenities required and helpful staff 
• “Hygiene” 
• “Happiness” – Going above and beyond what is expected 
• “Hooray” – Providing unexpected surprises like flash mobs, dance and music.

Manohar International Airport CX strategy has been based on the five senses:

• Aroma: You are greeted by an aroma that has been created for that airport
• Sight: Art installations around the airport
• Touch: Interact with the art installations
• Taste: Indulge in the locally curated F&B selection that awaits you
• Sound: Everyone in the customer journey to the security personnel have been trained in customer service and the airport regularly hosts concerts

Shiv mentioned that they are a young airport serving a young demographic, with 80% of their passengers are 18-45, so they are really looking to create “instagrammable” moments for those passengers and create an experience at the airport.

He observes that passengers expect a fast security experience of five minutes maximum and they want to be airside quickly so that they can experience the retail and F&B of the airport. They also expect contactless and self-service technology.

Digi Yatra is also now being rolled out across India which is facilitating more seamless travel across India. Manohar will be integrating Digi Yatra into all its gates in 2024. Read more about Digi Yatra here.

Shiv went on to discuss the passenger and employee experience initiatives that they are running this year.

Watch the exclusive interview now!