MIA improves ranking in latest customer satisfaction survey to number 2

MANGALURU: Mangaluru International Airport (MIA) at Kenjar has catapulted in its customer satisfaction rankings. In the latest customer satisfaction survey - round III (January to June 2015) conducted by an external agency on behalf of the Airports Authority of India (AAI), MIA has improved its position from eight in round II for last six months of previous year (July to December) to second in the latest survey, published on AAI on its website www.aai.aero.
MIA got 4.82 points out of a maximum of five to be ranked second as against 4.65 in round two and 4.38 in round one. Chandigarh with a score of 4.84 is ranked first on a five point scale in 53 airports to be ranked number one. Mangaluru, and Raipur are in second position with rating of 4.82 respectively, and Dehradun airport is on third position with rating of (4.79). Chandigarh incidentally was number two in rankings in round II of the survey (July-December 2014).
Each airport is assessed on 33 parameters including ground transportation to and from airport, parking facilities, value for money of parking facilities, availability of baggage carts/trolleys, waiting time in check-in queue/line, efficiencysat of check-in staff, courtesy and helpfulness of check in-staff; waiting time at passport/immigration counters, courtesy and helpfulness of inspection and security staff, thoroughness of security staff, personal ID inspection among others.
MIA director J T Radhakrishna sharing this improvement in ranking with TOI said, "We have done exceedingly better in cleanliness including building maintenance. Passenger amenities such as food outlets and shops have been added." The accent has been on improving the aesthetics of the airport surroundings, he said, adding the increase in number of flights – domestic and international (an average of 44 movements per day) too has helped boost the rankings. The introduction of pre-paid SIM cards for international flyers – a must at all international airports, and a focused attention on passenger amenities and requirements has helped us a lot and this is reflected in the survey, he said. With courtesy of security and airline staff too playing a vital role in perking up the rankings, Radhakrishna said, "CISF that is in charge of airport security and cheerful disposition of staff of various airlines to have helped boost MIAs rankings.”
Incidentally, this survey is intended for airports that handle less than 15 lakh passengers per annum. MIA during 2014-15 handled 13-lakh odd passengers – both domestic and international as against 12.55-lakh passengers in 2013-14. A separate survey is carried out to assess customer satisfaction survey for private airports in the metros, Radhakrishna explained adding that such surveys helps keep every AAI airports on their toes to provide best possible service to people.