Kolkata airport has launched a deep-cleaning drive in its terminal smoking rooms and deployed additional housekeeping staff after passengers complained about clogged facilities and poor upkeep, prompting the Airports Authority of India (AAI) to tighten inspections of outsourced cleaning services.
The complaints surfaced on Monday night when passenger Syed Ramiz Zafar posted photographs and a video on X showing what he described as the “pathetic condition” of a smoking lounge. He alleged that the facility appeared not to have been cleaned for months and warned that accumulated waste could pose a safety risk.
Airport authorities responded on Tuesday morning by posting photographs of the cleaning operation on X. In its response, the airport said: “We regret the inconvenience caused. Housekeeping and maintenance teams have been alerted for urgent cleaning and upkeep. A physical inspection is being carried out and corrective action will be ensured on priority to avoid recurrence.”
A senior airport official said passenger safety and comfort remained a priority and that housekeeping and maintenance teams had been instructed to address such issues promptly. The official did not provide details of the specific maintenance failures in the smoking room or say whether any contractor would face penalties.
Housekeeping and cleaning services at Kolkata airport are outsourced to private agencies through managed facility tenders. These agencies are responsible for deploying staff, monitoring shifts and following prescribed deep-cleaning protocols in coordination with airport management, while AAI monitors their performance.
The incident has highlighted the operational gap between outsourcing a public-facing service and maintaining continuous oversight of it. At an airport, cleaning standards are not limited to the main concourse or check-in areas. Smaller facilities such as smoking rooms, washrooms and other enclosed spaces also require scheduled inspections, rapid complaint handling and clear accountability between the contractor and airport management.
Officials said Kolkata airport had recently tightened monitoring of contractual workers. Biometric attendance systems are being used to track shifts and curb absenteeism, alongside closer supervision of housekeeping operations.
According to the official, tighter supervision and monitoring had helped improve terminal hygiene and reduce passenger complaints relating to washrooms and other sanitation facilities. The official also referred to the latest passenger satisfaction survey conducted by Airports Council International, although the report supplied for this story did not provide the survey’s specific findings or Kolkata airport’s score.
The airport said physical inspections and corrective action would continue, with housekeeping and maintenance teams instructed to prevent a recurrence of the reported conditions.
