Kolkata: The city airport has posted significant gains in passenger satisfaction for the second consecutive quarter, recording improved scores across 20 of the 31 parameters assessed in the latest quarterly survey and raising its overall satisfaction score.Passengers reported better experiences in several key areas, including shorter wait time at security screening and immigration, improved value for money at restaurants and cafes, better availability of flight information and improved washroom facilities.While the airport’s worldwide ranking slipped to 74 from 72 in the previous quarter, its satisfaction rating points increased. It also retained its sixth position among Airports Authority of India-run airports.Sources said Kolkata airport’s recent focus on tighter supervision of terminal operations and cleanliness has begun to reflect in the overall passenger experience.The airport has deployed two dedicated teams to keep a close watch on housekeeping and operational standards, while also introducing measures to maintain its upgraded washrooms. The authorities have tied up with sanitaryware companies and adopted a rigorous rotation-based deep-cleaning schedule to ensure the renovated facilities remain clean and well-maintained. There is another team that is focusing on the overall cleanliness of the terminal and seating areas.“We are also responding promptly to passenger complaints. Whenever a cleanliness issue is flagged, housekeeping staff are immediately deployed to the spot, and before-and-after photographs are shared publicly. Regular coordination meetings are also being held with all departments to identify and resolve issues, with the aim of ensuring that passengers do not face any inconvenience,” said a senior official at Kolkata airport.While the airport has received positive feedback on most fronts, there have been some peeve points like value for money at shops, availability of seats near boarding gates, entertainment and leisure options and availability of charging stations. “We have taken note of the negative feedback and are working to address them,” said the official.More than 400 airports in 110 countries take part in the quarterly Airport Service Quality (ASQ) survey run by Airports Council International (ACI), the global trade body representing airports. Based on feedback from over seven lakh passengers every year, the programme is regarded as a global benchmark for assessing travellers’ experience and satisfaction at airports.The assessment covers 31 parameters spanning different functional areas, with passengers asked to score their experience on a five-point scale. Sixteen Airports Authority of India (AAI) airports participated in the latest survey. Chennai received substantial negative points on various aspects and slipped down 26 points to rank 87.Kolkata airport had a notable slide in ranking in the last two quarters of the previous year but has begun to improve its ranking since then. With a 4.9 ASQ rating this quarter, it is way higher than the world average of 4.4 as well as Ministry of Civil Aviation’s target of 4.7 ASQ.In fact, none of the 16 AAI airports that had participated in the survey had a score below the target set by the ministry and managed an average score of 4.88 ASQ. Pune, Raipur and Patna airports topped the charts with scores above 4.92 ASQ.
