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Trichy airport second in customer satisfaction index



Trichy: Trichy international airport has climbed to the second spot in customer satisfaction index (CSI) among non-metro airports across the country. Trichy, which scored 4.82 points lost the top spot to Raipur (4.86) by just 0.04 points owing to poor performance in immigration and customs departments, officials from Trichy airport said.
The ranking is based on 52 airports, under the Airports Authority of India (AAI), surveyed across the country in the latest round-II report of the CSI survey conducted by AAI for the period from July to December, 2018. Trichy was followed by Udaipur, Vadodara and Gaya airports which scored 4.80, 4.78, and 4.75 respectively.

Even though Trichy airport’s overall index points enhanced to 4.82 from 4.72, poor performance of the Immigration and Customs department has cost the airport the first place, as indicated by the survey.


Compared to the last evaluation round (January-June, 2018), the immigration department lost 0.03 points for waiting time at passport / personal ID inspection and courtesy and helpfulness of inspection staff. Another 0.01 points was lost for speed of baggage delivery service by the customs department. Apart from this, Raipur airport has fared way better over Trichy airport on ground transportation, parking facility and efficiency of check-in staff.


“The general perception about the attitude of immigration and customs personnel towards passengers, particularly working-class passengers, has not been good for a long period. Despite allegations and repeated representations by passengers with airport authorities, there has not been any change,” frequent flyers like the president of Express Courier Operators Association S A Sayeed said.


When contacted, Airport Director K Gunasekaran told TOI that immigration officials have been asked to treat passengers with respect. “We have been asking both the department heads to soften their approach and give due respect to passengers. Moreover, in the case of baggage clearance vested with the customs department, space constraint is the main problem as we have only one baggage conveyor now. We are working to modify the security hold area in such a way to accommodate one more conveyor. Once it will come, the clearance will be faster.”




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