SpiceJet promotes Kamal Hingorani to handle customer experience

Ashwin Noronha, who was with KPMG, to join as new Head of Ground and Airport Services

SpiceJet has announced a rearrangement in the top management by promoting Senior Vice President (SVP) and Head of Ground and Airport Services, Kamal Hingorani as SVP and Head of Customer Experience to handle some of the responsibilities which were so far handled directly by the Chief Operating Officer.

Ashwin Noronha, who will be joining the company from the consulting and auditing firm KPMG, would hold the post of Head of Ground and Airport Services

In the new role, Hingorani will have the Inflight, Catering, and Customer Relations teams reporting to him, and he will also be responsible for customer interface training for Ground and Airport Services (including Security) in addition to inflight services department.

He will also be responsible for monitoring and question and answering and recommending improvements to its customer experience across all physical touch points, added the company in its announcement.

So far, many of these responsibilities were directly under the Chief Operating Officer Sanjiv Kapoor. "Much of this was reporting to me directly, and now I am glad to pass it on to safe hands. Needless to say, I will still maintain a very close eye on everything to do with our customer experience and pass on my inputs to Kamal," said Kapoor.

Noronha would be responsible for all operational, staffing, training, ground handling, and contractual matters relating to airport, ground services and security.