Oman Airport Management Company makes feedback easier for passengers

Muscat: Customers can now send their compliments, complaints and comments to the Oman Airport Management Company (OAMC), which aims to improve customer service and satisfaction at Oman airports though an initiative called “Something on Your Mind?”
The initiative was recently launched by OAMC to simplify the way passengers and visitors at Oman’s airports can provide feedback about their experience at the airports. While giving feedback has always been encouraged in OAMC, the new initiative brings together a range of channels to make it easier for passengers to provide comments.
The aim of “Something on your Mind?” is to give each one of OAMC’s visitors a personal response to their compliments, complaints and comments. “Passengers can provide feedback about anything. We receive every type of feedback and we decide where that should go and how it should be responded to,” said OAMC.
“We always try to provide a timely response to passengers and address their concerns and comments.”
Approximately one million passengers visit the airports in Muscat and Salalah every month, with these numbers set to grow. Through the “Something on Your Mind?” initiative, OAMC is looking to better understand what is important to customers and visitors to identify where improvements can be made, or recognise and reinforce things that are well received by airport users. OAMC said it will receive feedback almost on a daily basis.
Some of the feedback that has been received has already been taken on board and has led to changes. For example, recent improvements have been made to increase the space available for long term car parking at the Muscat International Airport. Work is also underway to review the availability of wi-fi in the terminal buildings for international visitors, in response to feedback from customers. “We are very keen on improving passenger experiences at the airport and the feedback we receive from this initiative provides us with essential information to make improvements,” said OAMC.
“Something on Your Mind?” also provides people with an avenue through which to ask questions or to make enquiries about services and facilities. The team that responds to the feedback frequently receives enquiries about lost baggage or about visa requirements.
Resolving complaints, or addressing comments or enquiries requires coordination and commitment from all entities working in Oman’s airports, with different organisations taking responsibility for different aspects of service delivery.
“We try not to interfere between the person and entity, but instead direct the person complaining towards the personnel in charge of that entity,” said OAMC.
“If they don’t come to a resolution with the entity involved, we will try to give the passenger different solutions and ways to solve the issue,” added the organisation.
“Something on Your Mind?” is one among a number of initiatives recently launched by OAMC that are aimed at improving customer experience.
Feedback can be provided through phone, email, via the feedback form on the website, through social media or by using a paper form available in the airports. To send a complaint, compliment or comment, customers can call: (+968)24341234 or email [email protected] or [email protected].
Meanwhile, OAMC has launched another initiative called Fikrati, through which members of the public are invited to submit ideas for improving services at the airports.