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CISF to conduct nationwide airport passengers' feedback survey

A passenger satisfaction survey will soon be conducted by the CISF at major airports in order to identify problems faced by travellers and find possible solutions to them.

The force, tasked with guarding 59 civil airports of the country, recently did away with the practice of stamping and tagging of passengers' hand baggage at 17 airports as part of making air travel easy.

"Very shortly, we are going for a survey to get feedback on customer satisfaction at the airports that we guard. We are going to talk to passengers about what they feel about issues like safety and security at airports and what kind of time they are taking to complete security procedures among others," CISF Director General (DG) O P Singh told PTI.

He said the survey would be conducted for a select number of days, beginning next month, and the passengers would be provided a small paper-based questionnaire. It would also seek to know their expectations at the airports that are under the CISF cover.

The force has last done such a survey in 2014.
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The force chief added that the paramilitary, along with other stakeholders in aviation security, has done away with stamping hand baggage tags at 17 airports till now and the passengers will also be asked questions in this context.

"We want to know their ideas and feedback about all those things that they see and come across at airports. The survey is part of making services better," he said.

Ten more airports in the country, including Pune and Ranchi, will soon do away with the practise of stamping hand baggage tags, a new air travel regime that began at civil airports in April this year.

A total of 17 airports are stamp-free in the country at present, with four airports joining the new protocol beginning September 9.

The Central Industrial Security Force (CISF) would launch a trial of the new system from September 15 at Amritsar, Chandigarh, Varanasi, Udaipur, Dibrugarh, Nagpur, Mangalore, Trichy, Pune and Ranchi airports.

These ten airports, the DG said, could be identified as baggage tags-free from the next month or the end of this month.

The force, along with other aviation security stakeholders such as the Bureau of Civil Aviation Security (BCAS) and airport operators, had started the regime at the Jaipur, Guwahati, Lucknow and Trivandrum, Patna and Chennai airports from June 1.

It has already done away with the system at seven other air facilities in Delhi, Mumbai, Cochin, Bengaluru, Hyderabad, Kolkata and Ahmedabad, since April 1.

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