Kolkata Airport Sees Slide in Service Ranking Amid Record Passenger Footfall
Kolkata airport, which recently saw a record number of passengers during the festive months of 2024, has witnessed a decline in its customer service ranking. Despite setting new footfall records, the airport’s ranking in the Airport Service Quality (ASQ) survey dropped by eight places, highlighting concerns over long waiting times, security checks, and overall navigation difficulties.
In the third quarter of 2024, Kolkata airport had proudly reached its highest-ever ranking of 64 in the global customer service survey, conducted by Airports Council International (ACI). However, by the fourth quarter of the same year, the airport’s ranking fell to 72, a noticeable drop that placed it behind other smaller airports such as Trichy, Indore, Goa, Pune, Bhubaneswar, and Varanasi. The survey included 15 airports managed by the Airports Authority of India (AAI). The surge in footfall came during Kolkata airport’s busiest months, driven by major festivals such as Durga Puja, Diwali, Kalipuja, and Bhai Phonta. In December 2024, the airport recorded a staggering 20.2 lakh passengers, the highest since the pandemic. This marked a substantial increase from 18.5 lakh passengers in December 2023 and was only slightly behind the pre-pandemic peak of 21 lakh in December 2019.
Similar increases in passenger traffic were observed in October, further exacerbating the pressure on the airport’s infrastructure. While these impressive numbers demonstrate the growing popularity of Kolkata airport, they also led to significant passenger discomfort. The sharp spike in footfall overwhelmed existing facilities, and many travellers expressed frustration with long queues at immigration counters and delays at security screening. Additionally, navigating the airport and boarding connecting flights became a struggle for passengers during this peak period. The ACI’s ASQ survey revealed several key pain points that contributed to the airport’s lower ranking. Passengers complained of lengthy waits at immigration counters, difficulties in navigating the terminal, and challenges when transferring to connecting flights. The survey also highlighted the long walking distances inside the airport and a lack of sufficient charging stations.
However, not all feedback was negative. Passengers gave positive reviews for aspects that have historically been problematic at Kolkata airport. These included the quality of Wi-Fi, the availability and cleanliness of washrooms, car parking facilities, helpfulness of staff in the check-in area and security checks, the value for money at retail shops, and the overall atmosphere of the terminal. These positive aspects were reassuring to both the airport’s management and its passengers. The airport management acknowledges the challenges that arose due to the increased traffic and has vowed to address the concerns raised by passengers. A senior official from Kolkata airport stated, “We realise passengers underwent some discomfort due to so many travelling together. We deployed extra personnel and tried to offer the best service. We are working on the negative feedback and will ensure we provide better service to passengers despite heavy traffic this year and improve our ranking.”
The official further highlighted that the busy October-December period had resulted in a slight dip in the airport’s overall customer service score, which fell from 4.92 in the previous quarter to 4.89 out of 5. The focus now is on improving the passenger experience during these peak times by streamlining services and increasing operational efficiency. Despite the setback, Kolkata airport remains one of India’s busiest and most vital aviation hubs, serving millions of passengers each year. With plans for better management during peak periods and ongoing infrastructure improvements, the airport aims to regain its standing in future ASQ surveys. For the millions of daily travellers who pass through Kolkata’s airport, these challenges hit close to home. For many, it’s not just about getting from point A to point B; it’s about the experience. Passengers who were used to smoother journeys now find themselves facing longer waits and confusion navigating the busy terminals. As the airport works towards improving its services, passengers are hoping for a more seamless and efficient experience that matches the airport’s growing popularity. After all, as the gateway to one of India’s largest cities, Kolkata airport’s service improvements will directly impact countless travellers’ lives, both domestically and internationally.
