Airport uploads passenger feedback on social media in bid to rebuild confidence
Times of India | 13 December 2025
Kolkata: In a bid to rebuild passenger confidence during the peak winter rush, Kolkata airport has begun taking feedback from transiting flyers and sharing some of the responses on social media. This underscores that operations have returned to normal after last week's IndiGo meltdown, which saw thousands battling delays, missed connections, and overcrowded terminals.
Since Wednesday, the airport has been collecting real-time feedback from departing and transiting passengers to underline that airport operations have stabilised.
To reinforce this message on the ground, airport officials said extra supervisory staff were positioned across the terminal. Senior operations personnel and floor managers have been stationed at check-in counters, security lanes, baggage belts, and domestic-to-international transfer points to regulate crowds, offer in-person assistance, and prevent the bottlenecks that characterised last week's surge. The objective, officials said, is to create visible human touchpoints at moments when passengers are most anxious.
The airport's online posts featured a stream of upbeat testimonials. One flyer wrote he had "a smooth experience at Kolkata airport" with check-in and security "quick and fun", adding that staff were "very helpful". Another flyer, Aritra Basu, said he completed check-in and security "in quick time" and found officials "cordial".
Passengers connecting through Kolkata also reported seamless movement. A flyer on a Purnea-Kolkata-Bengaluru route said his transit was "smooth". Several noted courteous behaviour from airport staff. Nandini, travelling to south India, said she received priority check-in and "a smooth security check". In another instance, Sarwajeet Yadav publicly thanked CISF personnel for retrieving his wife's gold bangles, calling their professionalism "truly appreciated".
Airport director Vikram Singh said the push was meant to counter the lingering anxiety created by the IndiGo collapse. "Several passengers underwent a not-so-comfortable journey because of the meltdown. We want to send out a message that this is not how airports function on normal days. This is a confidence-building measure, and we want to present a positive, accurate picture of the airport," he said.
Officials said the feedback-gathering exercise is more comprehensive than previous efforts, with flyers being asked to rate toilets, check-in efficiency, security screening, retail options, availability of charging points, and overall terminal ambiance. The data will be compiled into a service-improvement plan for the winter schedule.
Despite the airport's curated testimonials, not all passengers have been generous. Some flyers have posted images and complaints highlighting deficiencies. Saharsh Jindal uploaded a picture of garbage dumped outside the Domestic Lounge elevator, lamenting, "We are truly hopeless" while Parth described the airport as "terrible" and dismissed the business-class lounge as offering "nothing great."
Airport officials said negative feedback is also being reviewed and will feed into internal audits.