AKSHAY KUMAR
New Delhi
Summary
Airport Terminal Operations professional with 9+ years of experience leading passenger terminal operations, customer service delivery, airport operations control, and cross-functional coordination across Air India Express and AirAsia India. Experienced in managing high-volume passenger movements, disruption handling (IROPs), terminal resource planning, manpower deployment, stakeholder coordination, and regulatory compliance while consistently delivering safe, efficient, and customer-focused airport operations.
Overview
9
9
years of professional experience
Work History
Duty Manager - Airport Operations
Air India Express
2024.08 - Current
- Lead end-to-end passenger terminal operations for more than 60 daily departures, ensuring safe, seamless, and on-time flight departures.
- Manage terminal passenger flow across check-in, security interface, boarding gates, arrivals and baggage delivery while maintaining operational efficiency during peak traffic periods.
- Develop manpower deployment plans and dynamically allocate resources based on passenger loads, aircraft schedules and operational priorities.
- Supervise check-in counters, boarding gates, transfer desk and arrival operations to optimize passenger processing and minimize congestion.
- Lead disruption management (IROPs), coordinating delayed, diverted and cancelled flights while ensuring timely passenger communication, accommodation and service recovery.
- Coordinate with Airport Operator, Ground Handling Agency, CISF, Immigration, Customs, airline OCC, engineering, catering and other stakeholders for uninterrupted terminal operations.
- Monitor operational KPIs including OTP, queue time, boarding performance, baggage delivery performance and customer experience metrics.
- Resolve escalated passenger issues and VIP handling requirements while maintaining service quality during high-pressure operations.
- Conduct operational briefings, shift planning, manpower allocation and performance reviews for frontline teams.
- Ensure compliance with DGCA, BCAS, ICAO, airline SOPs and airport operational standards.
Duty Officer - Airport Operations
Air Asia India
2022.09 - 2024.07
- Managed daily terminal operations for check-in, boarding, arrivals and passenger facilitation.
- Led and coached a team of over 100 frontline personnel to deliver high-quality passenger service while maintaining operational efficiency.
- Planned counter allocation and manpower deployment based on passenger volume, flight schedules and peak-hour demand.
- Coordinated boarding operations, gate management and passenger announcements to achieve on-time departures.
- Managed passenger complaints, missed connections, special service requests and service recovery during operational disruptions.
- Improved customer satisfaction through proactive queue management and reduced passenger waiting times.
- Supported implementation of GoNow and promoted proactive safety reporting through Coruson.
Guest Service Assistant- Airport Operations
AirAsia India Ltd.
2017.05 - 2022.08
- Managed high-volume passenger handling across check-in, boarding and arrival operations during normal and disrupted flight schedules.
- Performed queue management and passenger flow control during peak traffic periods.
- Coordinated flight departures while ensuring compliance with airline SOPs and airport security procedures.
- Assisted in disruption management, including flight delays, cancellations, diversions and passenger reaccommodation.
- Delivered ancillary revenue while maintaining high customer service standards.ns.
Education
B.Sc. - Hospitality and Hotel Administration
Delhi Institute of Hotel Management
New Delhi2017-01
CBSE - Class 12
Kendriya Vidyalaya No.01
New Delhi2014-01
Skills
- Passenger Terminal Operations
- Airport Operations Control
- Check-in & Boarding Management
- Passenger Flow Management
- Terminal Resource Planning
- Disruption Management (IROPs)
- Customer Service Excellence
- Service Recovery
- Regulatory Compliance
- Emergency Response
- Performance Monitoring
- Team Leadership
- Flight Operations Coordination
Custom
- Implementation of Turnaround Coordinator (TRC) - Delhi Airport, Selected by senior management to assist in establishing and launch the TRC function., Developed and standardized turnaround processes., Trained operational teams on TRC responsibilities and best practices., Coordinated cross-functional stakeholders to ensure successful operational deployment.
- Other Achievements, Promoted from Trainee-Guest Service Assistant → Guest Service Officer → Duty Manager in 7 years., Completed international operational training in - AACE, Kuala Lumpur (2017), Completed Recurrent Training - CAE, Kuala Lumpur (2019).
- Led 100+ member airport operations team. Improved DEL station OTP and NPS, and handled 10,000 passengers daily.
Timeline
Duty Manager - Airport Operations
Air India Express
2024.08 - Current
Duty Officer - Airport Operations
Air Asia India
2022.09 - 2024.07
Guest Service Assistant- Airport Operations
AirAsia India Ltd.
2017.05 - 2022.08
B.Sc. - Hospitality and Hotel Administration
Delhi Institute of Hotel Management
CBSE - Class 12
Kendriya Vidyalaya No.01