Kolkata: Kolkata airport witnessed a decline in passenger satisfaction during the first quarter of 2024, with significant grievances reported regarding various aspects of the airport’s services.
According to the Airport Service Quality (ASQ) survey conducted by the Airports Council International (ACI), long wait times at security screening, inadequate restroom facilities, limited availability of charging stations, and navigation difficulties within the airport premises emerged as major concerns for travelers.
The survey results led to Kolkata airport dropping four notches in the global passenger satisfaction ranking, from 69 in October-December 2023 to 73 in the recent quarter. This decline is particularly notable when compared to its ranking of 64 in the first quarter of 2023. Despite this setback, Kolkata airport still maintains a relatively high ASQ rating of 4.8, exceeding the world average of 4.3. While some positive feedback was received regarding reduced waiting times at immigration, improved Wi-Fi quality, enhanced entertainment options, and smoother flight connections, the overall decline in satisfaction underscores the need for continued improvement in passenger experience.
Among the 15 Airports Authority of India (AAI) airports participating in the survey, only Srinagar and Coimbatore airports demonstrated significant improvements in their rankings. Kolkata airport’s decline highlights specific areas requiring attention to enhance passenger satisfaction and ensure a seamless travel experience. In response to the survey findings, airport officials have acknowledged the identified problem areas and expressed commitment to addressing them promptly. The government has set a target score of 4.68 out of 5 for airport services, with most AAI airports surpassing this benchmark. However, Kolkata airport, along with Srinagar and Coimbatore airports, faces the task of implementing corrective measures to meet passenger expectations and elevate service standards.
The ACI’s ASQ programme serves as a crucial tool for assessing passenger satisfaction and guiding airports in enhancing service quality. As Kolkata airport strives to address the highlighted concerns, concerted efforts are essential to ensure a positive and seamless travel experience for passengers.