M'luru airport second best in customer satisfaction index

M'luru airport second best in customer satisfaction index

Mangaluru airport appears to be charming fliers these days as it has jumped to the second position in an all-India customer satisfaction index prepared by the Airports Authority of India.

The second rank among 53 airports is a vast improvement for the government-run facility from a dismal 27th rank during a similar survey in July-December 2013 period. As per the Customer Satisfaction Index prepared for January-June 2015, Chandigarh tops with 4.84 out of 5 followed by Mangaluru and Raipur bagging 4.82.

Raipur had slipped from the first position during July-December 2014, while Chandigarh, which was in the second position, emerged the topper this time.

Mangaluru airport was seventh in the previous round, while it was 14th in the first half of 2014. The bi-annual Customer Satisfactory Survey is conducted by AAI in small airports with less than 15 lakh passengers in a year. The airports were evaluated on 33 parameters, which included availability of baggage trolleys, parking facility, waiting time in check-in queue, waiting time for security clearance, cleanliness, and speed of baggage service. The other top ten ranking airports are Dehradun (4.79), Udaipur (4.78), Bhubaneswar (4.77), Amritsar (4.71), Madurai (4.69), Coimbatore (4.69), Kullu (4.68), Khajuraho (4.65), Varanasi (4.65) and Trichy (4.63).

In Mangaluru airport, the fliers gave the highest marks of 4.91 for cleanliness, ground transportation to airport and helpfulness of airport staff. It also got 4.90 each for availability of toilets and comfort of waiting area and 4.89 for ambience. However, on speed of baggage delivery, it fell to 4.69.

In all these counts, top scorer Chandigarh was below Mangaluru’s by a notch or two. It went ahead of Mangaluru as it had maintained over 4.8 score in all the 33 parameters surveyed. Mangaluru scored as low as 4.46 at inspection of identity card at arrival and passport and visa inspection, while it was 4.52 in customs inspection.

While fliers gave a thumbs up for the parking facilities (4.9), they did not feel that enthused about the value for money of parking facilities, giving just 4.79 score.

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