Poor services affect IGI airport`s reputation
New Delhi: The IGI airport may rank among the best in the world but passengers are not happy with the services as seen in the large number of complaints, including baggage thefts, regarding the services.
Last year, passengers have registered a large number of complains against airlines for their poor services with airport operator Delhi International Airport Limited (DIAL).
Of the total of 586 complains received last year, a majority of them -- 229 were against the "poor" services of the airlines, official figures show.
Majority of these were regarding theft or pilferage of baggage, mishandled or damaged baggage and behaviour of airline staff.
There were also complaints against non-aero commercial establishments like retail shops and eateries.
DIAL, which has a comprehensive complaint management system, received a total of 128 complains in this regard. Most of these complaints were related to "value for money".
Flyers also had complains about damaged signages, non- functional lights and travellators and other problems while using the terminal.
As per the figures, a total of 67 complains were registered last year in this category. 33 complaints were made against CISF personnel, 19 against Immigration officials and three against custom officials.
DIAL claimed it has resolved all the complaints which were received in last three years.
"It is noteworthy that in last three years, no passenger grievances have gone unresolved due to the multiple modes of gathering passenger feedback. Such a system does not have any parallel in other airports save those which are operated by GMR (Hyderabad and Delhi)" a DIAL spokesperson said, adding that in 2009 DIAL had received 439 complains and the same was 310 in 2010.
"DIAL has a multiple channels to capture the passengers` views and all other airport user communication as mandated by the concession agreement OMDA. These include complaint books in the terminals, e-mail, website, feedback kiosks, feedback forms," the spokesperson said.
Apart from it, people can register their grievances through call centre, social media and also with Public Grievance Officers, he added.
The IGI airport has been ranked second best in 2011 for Airport Service Quality in the 25-40 million passengers per annum category by the Airports Council International.
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