Waiting time at security checking is the biggest irritant for air travellers, as per a feedback survey conducted by the Central Industrial Security Force (CISF) – who provide security to airports across the country.
The long queues for security check has become a big problem for air travellers especially at Delhi’s Indira Gandhi International Airport (IGIA).
The CISF took the feedback from 3.45 lakh passengers on four parameters – courtesy and attitude, thoroughness of security inspection, waiting time at security inspection and feeling of safety and security.
“To evaluate quality in service deliverance of CISF, a feedback survey was conducted in August 2013. The aim was to get direct feedback from passengers regarding quality of service being rendered by CISF. Passengers were asked to rate services as excellent, very good, good, average and unsatisfied. Almost 97% passengers rated between good to excellent,” said Arvind Ranjan, director general of CISF.
For courtesy and attitude- 63.22% respondents rated excellent and 0.25% said they were not satisfied. The others rated between very good to average.
“It is on waiting time that we scored less. As many as 58.91% respondents rated it as excellent while 0.66 were not satisfied with it and 3.33% found it average. We are taking steps to improve this aspect,” said a senior CISF official, requesting anonymity.
On a scale of five, passengers gave 4.39 for waiting time, 4.51 for courtesy and attitude, 4.53 for thoroughness of security inspection and 4.54 on feeling of safety and security. Along with the feedback, CISF also asked passengers for suggestions and most of them suggested the force to allow screening of laptop within the bags.
“Some passengers suggested that the staff deployed at the gate should greet passengers and know the local language. Time to time we conduct training for our personnel. There they are trained to greet passengers in different languages,” the official added.
Apart from this, CISF also recovered unclaimed property of worth Rs 23.12 crore from 59 airports across the country and seized drugs worth Rs 5 crore through the year.