Mangalore airport tops satisfaction survey

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GEARING UP: A file photo of M.R. Vasudeva, director, Mangalore Airport, inspecting the progress of work on the new integrated terminal building at Bajpe Airport.
GEARING UP: A file photo of M.R. Vasudeva, director, Mangalore Airport, inspecting the progress of work on the new integrated terminal building at Bajpe Airport.

Raviprasad Kamila

SPIL has been conducting the six-monthly study since 2007; it is scheduled to end next year

Jammu shares the top spot with Bajpe among

the 25 airports surveyed

Exercise aims at rectifying the areas of lacunae

MANGALORE: Customers have ranked Mangalore and Jammu airports high among the 25 domestic airports in the country in a customer satisfaction survey conducted recently.

Spectrum Planning (India) Ltd (SPIL) conducted the survey for the Airport Authority of India (AAI) in February and March this year. Both Mangalore and Jammu airports secured 86 per cent satisfaction score in the survey.


The executive summary of the survey says that the AAI has assigned the company to conduct four rounds of survey between 2007 and 2009 with a six-month interval. The February-March 2008 survey was the third one. The company conducted the survey of 13 international airports in the country, separately. The objective of the survey is to assess the opinion of customers on the facilities and services and to identify new services and improve facilities to make the airports more customer friendly. The survey aimed at assessing the attitude of the service providers at airports, the executive summary said.

Survey report

According to the survey, the overall customer satisfaction index (CSI) of Mangalore Airport at Bajpe is raising. The satisfaction score in the first round was 75 per cent, it shot up to 82 per cent in the second and 86 per cent in the third round.

The survey covered the aspects such as quality of food, car parking facility, shopping facility, behaviour of staff, general comfort, adequacy of seating arrangement, general aesthetics of airport, cleanliness, illumination, phone and banking facilities and so on.


M.R. Vasudeva, director of the airport, told The Hindu: “Now the challenge is to sustain the satisfaction-level of customers.” He said that civil works of the new terminal building of the airport at Kenjar were expected to be completed by December this year. However, operations at the new terminal building could start only after March, 2009 as shifting of facilities from the existing terminal building to the new building would take some time.

Progress of work

Stating that the roof of the basement and first floor at the new terminal building had been completed, he said: “At present, the roofing of the second floor and the construction of a new power sub-station near the terminal building are under way.”

Work on the apron, the parking-stand for the aircraft, taxi-way connecting the apron and the runway had been completed. The AAI had sought the State Government to hand over the State highway, that connects the Mangalore-Bajpe Road with Kenjar where the new terminal building was coming up, to it.

“If the Government hands it over to AAI, we will asphalt it and improve it.

Once the new terminal building is connected with this road, the distance between Mangalore city and the airport will be reduced by 8 km,” he said.




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