Biman Bangladesh Airlines: On way to becoming a smart airline

Biman Bangladesh Airlines is now heading towards becoming a smart airline by introducing online-based services like web ticketing, web check-in, web-based refund system and loyalty programme. At the beginning of 2023, Biman Bangladesh Airlines launched its new mobile apps and loyalty programme in order to modernize the passenger service. By downloading Biman App from Google playstore or Apple store on any smartphone, passengers can purchase tickets for all destinations of Biman with a discounted price. Passengers can now purchase tickets, book desired seats or get refunds by using digital platforms. They can also enjoy the same facilities from the commercial website (www.biman-airlines.com) of Biman Bangladesh Airlines.
Despite unaccounted odds including negative propaganda against the national flag carrier, the year 2023 may be regarded as the best momentum for the national flag carrier.
Biman started flight operations on Dhaka-Narita-Dhaka and Dhaka-Chennai-Dhaka routes as well as reopened Dhaka-Guangzhou-Dhaka route. Biman successfully completed the nation's biggest Hajj operations in the previous year.
The skilled instructor pilots of Biman Bangladesh Airlines trained the pilots of MIAT Mongolian Airlineshttps://www.miat.com/ for operating Boeing 787 Dreamliner. Biman has recently introduced a reputed Flight Dispatch Solution, Lido Flight 4D.
The national flag carrier is the sole ground handling company in Bangladesh. Biman Bangladesh Airlines achieved most prestigious IATA Safety Audit for Ground Operations program (ISAGO) for outstanding ground operations in Organization and Management (ORM), Load Control (LOD), Passenger and Baggage Handling (PAB), Aircraft Handling and Loading (HDL), Aircraft Ground Movement (AGM) and Cargo and Mail Handling (CGM) at Hazrat Shahjalal International Airlines. In 2023 Biman processed procurement of international standard ground support equipment (GSE).
Under the dynamic leadership of Mr. Shafiul Azim, Managing Director & CEO of Biman Bangladesh Airlines, a service-oriented corporate culture has flourished. Corporate Social Responsibility (CSR) activities like supporting disabled and marginalized people by using MUKTA drinking water for inflight service, patronizing sports, operating repatriate flights have become novel practices.
Internally, Biman Bangladesh Airlines processed the development of its online check-in system, online refund system, loyalty management system, MT e-pass system, email notification in reply to passengers' refund application, customer relationship management (CRM), ground support equipment management system, training management system, employee provident fund management system, integrated personal information system, big data analysis system, etc. All these help Biman for its vision for Smart Airliners. Biman also entered into a Direct Data Solution agreement with IATA.
Meanwhile, Biman is upgrading its call centre for the convenience of customers. In the fiscal year 2022-2023, Biman transported a record number of passengers i.e., 3.1 million compared to 2.2 million in 2021-2022. During this period Biman's international market share in Bangladesh reached 22 per cent. Biman Bangladesh Airlines is looking forward to achieving global status as one of Asia's top 10 airlines by 2030.

The writer is General Manager (PR) of Biman Bangladesh Airlines