Kol airport climbs a few notches in global service quality rating
Times of India | 5 November 2024
12 Kolkata: The city airport improved its ranking in a passenger feedback-based global airport service quality rating, moving up from the 73rd spot in the Jan-March period to 69th place during April-June 2024. The performance comes on the back of positive feedback regarding various aspects, including convenient airport access, straightforward navigation to check-in facilities, efficient security procedures, seamless flight connections and availability of charging stations.
The survey on airport service quality (ASQ) by the Airports Council International (ACI), the global airports' trade body, however, highlighted passengers were dissatisfied with several aspects, including interactions with screening personnel and check-in counter staff. Additionally, the general atmosphere, availability of transportation options near the airport premises and car parking infrastructure were identified as key areas of discontent.
In all, 14 AAI airports participated in the survey. Among them, Kolkata was the only one that made significant improvement in ranking but still lagged behind its rank of 64 among world airports that it held in the first quarter of 2023. In the latest survey result, Goa (61), Chennai (66), Trichy (67) and Varanasi (68) are ahead of Kolkata.
"We are delighted that passengers have recognised the constructive improvements implemented at the airport during recent months. While we value the critical feedback received, our team remains committed to resolving concerns in the next quarter," said a senior official of Kolkata airport.
The ASQ programme by ACI stands as the sole worldwide recognised system for evaluating passenger satisfaction during their journey. The assessment tool comprises 31 ASQ characteristics, organised according to their functional domains. Travellers provide ratings using a five-point scale for each attribute. The world average for airports is 4.3. Kolkata airport scored 4.9 in the latest survey result.
According to the survey report released by AAI earlier this week, negative feedback since the last quarter was received on seven functional areas. They are — courtesy and helpfulness of staff in the check-in area, courtesy and helpfulness of security screening staff, value for mode of transport including parking facilities, quality of shops in the terminal, courtesy and helpfulness of shopping and dining staff, and overall ambiance.
However, the airport clocked improved feedback in the majority of functional areas. "The road outside the airport has been made smoother following the removal of multiple Metro work-related restrictions. We have also worked on overall movement within the airport, which has enabled passengers to easily reach the check-in area, waiting time and getting past the security screening area. The latest infrastructural development has also made catching connecting flights easier for passengers," said an airport official.