What began as a modest aspiration to elevate Indian airports on the global stage has evolved into a significant endeavor with the ATFS team managing operations at nine airports across India. Each day, we strive to enhance the passenger experience, and while we recognize there is still much to achieve, we remain committed to expanding our expertise and contributing to the growth of Indian aviation. Today, we look back on the origins of our journey.
It all began during a trip to the Philippines, with a layover at Changi Airport. With over six hours to spare, I explored the airport and was so captivated that I decided to extend my layover to 12 hours on the return journey to delve deeper into its offerings.
Changi’s world-class facilities and top-notch infrastructure were impressive, but what truly stood out was their dedication to continuous improvement and their responsiveness to passenger feedback. Inspired by this, I envisioned a similar system for Indian airports. Upon returning to India, my team and I developed our own Instant Feedback system and approached GMR Hyderabad International Airport Ltd. We were fortunate to receive their support for a proof of concept. For two weeks, Madhur Shah and I spent nearly every day at the airport, implementing our idea. The success of this project marked the beginning of our journey in the industry, supported by people we had yet to meet, some of whom we still haven’t met in person (thanks to LinkedIn for the connections).
Over the years, we expanded our offerings and conducted trials at various airports. While we faced challenges in securing long-term contracts, our breakthrough came in 2018 with a major contract from GHIAL. However, the onset of the COVID pandemic in 2020 halted our progress. Despite this, our team chose to persevere, focusing on skill development and anticipating future opportunities. Within two years, we were presented with the chances we had been preparing for, thanks to the continued support and encouragement of our network.
2022 marked a significant turning point for us in the aviation sector. Over the past two years, we have had the privilege of working with some of India’s—and the world’s—finest airports.
To me, an airport is more than just a transit point; it’s a place where emotions run high, where people embrace new opportunities, reunite with loved ones, and share their dreams. If ATFS can play a role in making airports memorable and stress-free, we feel we have made a meaningful contribution.
I want to express my deepest gratitude to everyone who has been a part of this incredible journey.
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