CAPA India Ground & Inflight Audits CAPA India Ground & Inflight Audits

CAPA India Ground & Inflight Audits

CAPA India has the expertise and experience to be able to conduct audits of customer experience, both in-flight and on-ground, as well as the safety of ground operations.



Customer Experience Audits

Customer experience can be audited, both on-ground and in-flight, against corporate benchmarks based on Customer Journey Management.

This can also include the Voice of the Customer on their experience across digital, contact centre and retail channels prior to travel. The audit can be tailored to cover the airport experience based on the needs of the client.



Ground Operations Safety

Auditing services are offered to help airlines prepare for a number of the sections included in the IATA IOSA certification program. These can be conducted on a modular or comprehensive basis, with coverage including:

  • Management
  • Commitment
  • Communication
  • Documentation system
  • Safety management
  • Quality assurance
  • Emergency response & plan
  • Control
  • Accountability
  • Provision of resources
  • Record system
  • Risk management
  • Quality control of outsourced operations
  • Management
  • System overview
  • Communication process
  • Operations manual
  • Training and Qualification
  • Aircraft performance and load planning
  • Control
  • Accountability
  • Documentation system
  • Record system
  • Flight preparation and planning
  • Cabin crew requirements
  • Policies and procedures
  • Flight deck coordination
  • Cabin operation policies and procedures
  • Cabin systems and equipment
  • Safety equipment requirements
  • Safety management
  • Training & qualifications
  • Management and control
  • Accountabilities
  • Authority
  • Responsibilities
  • Resources
  • Documentations
  • Operations manual
  • Record system
  • Safety management
  • Training and qualification
  • SMS training
  • Passenger and baggage handling
  • Airside operations
  • Load control
  • Aircraft loading
  • Ground service equipment
  • Airside event response and reporting
  • AOSP Air Operator Security Programme
  • Management and control
  • Authority and responsibility
  • Communications
  • Resources
  • Documentation
  • Records
  • Management review
  • Quality control programmes
  • Operations reporting
  • Training and qualification
  • Security operations
  • Access control
  • Carriage of weapons
  • Passengers, super numeries and cabin baggage
  • Special category passengers
  • Hold baggage
  • In-flight catering and other supplies
  • General protection
  • Security threat
  • Contingency planning
  • Investigation management