Dhaka airport's Executive Director Kamrul Islam on Sunday highlighted recent improvements in passenger services, saying that almost all passengers now receive their luggage in less than an hour.
“This improvement, in collaboration with the Ramp Control of Aviation Security (AVSEC) and Biman Bangladesh Airlines' GSE unit, ensures 99.15% of passengers retrieve their luggage from carry-on flights,” he said during a public hearing at the Hazrat Shahjalal International Airport (HSIA).
Kamrul Islam further said that they had introduced a course, titled “Passenger Service and Facilitation in Civil Aviation”, to empower airport officials and employees at all levels to enhance their service delivery.
Civil Aviation Authority of Bangladesh (CAAB) Chairman Air-Vice Marshal M Mofidur Rahman also attended the hearing.
Further improvements announced by the airport executive director include a web portal to be launched in July, providing passengers easy access to various airport services, flight information, and rules for travel.
Kamrul Islam revealed that a Customer Relationship Module (CRM) software would be introduced in July to allow passengers to voice issues through a dedicated call center.
The CRM team would resolve these problems and communicate the solutions back to the passengers, he added.
Reflecting on the successful execution of the Hajj flights, the executive director affirmed that airport authorities and stakeholders were collaborating tirelessly to guarantee the pilgrims a seamless journey and efficient flight operations.
He reiterated their commitment to gathering feedback and improving services and announced plans to launch a 24-hour hotline.
This hotline would allow passengers to seek feedback from anywhere, he said. “Once the hotline is launched, passenger complaints will be resolved within three days in coordination with stakeholders.”
Only two passengers attended the hearing. One of them was Manowar Hussain, a passenger bound for Singapore. He drew comparisons on the infrastructural standards with international airports.
He voiced concerns over a considerable number of passengers left standing for extended periods due to insufficient seating, and a lack of adequate drinking water facilities at the airport.
Responding to that complaint, the CAAB chairman said improvements were underway, including the construction of a third terminal.
“Swift actions will be taken against any negligence in providing drinking water,” he added.
During the hearing, journalists voiced several complaints, including issues regarding airport services and instances of passenger harassment by an intelligence unit.
The CAAB chief asserted that all airport staff should provide excellent treatment to passengers.
Furthermore, he added that those implicated in misconduct had faced appropriate disciplinary action.
More than 24 government agencies and 33 domestic and foreign airlines currently collaborate to provide 24/7 passenger service at the airport.