Toilets don’t match airport’s look

The Indira Gandhi Interna-tional Airport (IGIA) now has a brand new and spacious departure terminal — 1D, opened in April this year. The airport’s international terminal has also been completely refurbished, reports Sidhartha Roy.

The Delhi airport perhaps never looked as swanky as it does now.

HT Image

The Indira Gandhi Interna-tional Airport (IGIA) now has a brand new and spacious departure terminal — 1D, opened in April this year. The airport’s international terminal has also been completely refurbished.

Air travellers, however, think there is still some room for improvement.

According to passenger feedback received by private airport operator Delhi International Airport Ltd. (DIAL), most travellers are satisfied with the services and facilities and are impressed with Terminal 1D’s “international look”.

The comments, suggestions and complaints from passenger were received through feedback kiosks installed by DIAL at all terminals of IGIA in August.

But despite the satisfaction expressed, most passengers had a common complaint and that was about the toilets.

“Cleanliness in the toilets is not up to the mark and needs an upgrade,” commented P. Gupta, a Bangalore resident.

Some passengers have also suggested better facilities for pregnant women and separate areas for nappy changing and breastfeeding.

Next on the passengers’ crib list is flight information and announcements.

“The airport needs better audio system for announcements like the one at Hyderabad airport,” said Prof. K. Lal Kishore, a Hyderabad resident.

There were a number of travellers who complained that the announcements are “shrill” and “not audible”.

“When any passenger feeds complaint into one of these kiosks, it is forwarded to the department concerned for immediate attention. On an average, each passenger complaint is addressed within 22 minutes,” said a DIAL spokesman.

On a positive note, many passengers found the customer service executives at the airport to be very helpful and polite. Some travellers have also noted that the housekeeping department is efficient.

“Most of the requests such as ATMs, snack counters, shoe shining machines and mobile phone charging counters, etc., have already been implemented,” the spokesman said.