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Mangaluru airport tops South India in consumer satisfaction and service

  •   Mon, Jan 11 2016 10:07:46 AM

Daijiworld Media Network - Mangaluru (SP)

Mangaluru, Jan 11: Mangalore International Airport has emerged as the topper in the entire South India as far as consumer satisfaction and service are concerned. Among 53 airports across the country, it has been given the fifth spot.

The ranking is based on consumer satisfaction survey conducted by Airports Authority of India. Out of five maximum possible points, the airport here has got 4.75. The other airports getting higher score as per the index are, Raipur (4.86), Chandigarh (4.83), Udaipur (4.80), and Bhubaneshwar (4.79). However, among the South Indian airports, this airport has been given the top spot.

This survey conducted for the period between July and December 2015, covers 53 medium size airports of India which handle 15 lac passengers annually. The survey covers 33 services including parking, baggage trolley, checkout queue waiting time, speed of baggage disposal etc. This airport has gained high points for cleanliness. Durga Facilities from the city, which maintains the airport, has been using modern machinery for the purpose.

For the first time among the airports of South India, Mangalore International Airport has also bagged OHSAS 18001:2007 certificate for best maintenance and safety standards. This certificate is issued on the basis of general maintenance of the airport, air traffic, facilities in the airport terminal, safety and allied services.

Among the airports in South India, Coimbatore with 4.74 marks is at second spot, pushing Tiruchi (4.73) to the third place.

  

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Comment on this article

  • Francis D'sa, Mangalore

    Tue, Jan 12 2016

    First let the Airport and District Administration pay the rightful compensation ( with interest and litigation charges ) for the lands acquired from the poor farmers. Let them satisfy the poor people with good compensation.

    DisAgree Agree [2] Reply Report Abuse

  • hakim, Dubai

    Tue, Jan 12 2016

    Congratulation Mangalore Intl Airport, Despite lots of complaints from the travelers still you tops South India in consumer satisfaction and service, I'am wondering how about rest of the airports situation.

    DisAgree [1] Agree [4] Reply Report Abuse

  • Prakash, Mangalore

    Tue, Jan 12 2016

    Congratulations!!
    Authorities please check the extraordinary rates of Prepaid taxis.
    Please extend the runway as it is still not use to use current runway. Hopefully by extending the runway people of mangalore can get wide body aircrafts!

    DisAgree Agree [1] Reply Report Abuse

  • Sachin Shetty, Muscat,Oman

    Tue, Jan 12 2016

    Please give them training for how to treat the guest. Airport staff spoiling our country and Kudla's name. An international airport represents a country. If airport staff behave in such a manner Foreign delegates thinks its the behavior of the country.

    DisAgree [1] Agree [4] Reply Report Abuse

  • hakim, Dubai

    Tue, Jan 12 2016

    Steve : "Sorry there is correction, Mangaluru airport tops South India in worst consumer satisfaction and worst service"

    DisAgree Agree [5] Reply Report Abuse

  • Desi Jawan, Mangaluru

    Tue, Jan 12 2016

    I assume most of who expressed their satisfaction have not experienced the standards of other international airports. But nevertheless I am thankful I can fly in to Mangaluru directly from from few destinations.

    DisAgree Agree [2] Reply Report Abuse

  • Melwyn DSouza, BEJAI/kuwait

    Mon, Jan 11 2016

    I hereby Congratulate the Airport Management for achieving the goal.but certainly this is not 100% true, the reason is i have personally being looted, " THE DUTY FREE SHOP ITSELF IS THE REASON, ie:
    I SAW HEAVY RUSH, SMALL AREA IN SUCH A BIG AIRPORT,THE STAFF THERE ARE DEALING WITH SEVERAL PEOPLE IN INTERNATIONAL CURRENCY WITHOUT PROVIDING ANY INVOICE WHEN WE ASK THEY ACT AS IF WE ARE ASKING SOMETHING STRANGE/ ACT LIKE THEY DID NOT HEAR ANYTHING, WHEN WE PAY IN KWD THEY CALCULATE IN DOLLARS WITHOUT EXPLAINING THE PROPER EXCHANGE RATES, IS THIS CULTURE OF AN INT'L AIRPORT ?, THE STAFF AT THE COUNTER ASKING THE PASSENGERS TO TAKE 3 BOTTLES INSTEAD OF 2 BOTTLES ALLOWED QUOTA/ TAKING THE PASSENGERS PASSPORT DETAILS PHOTOCOPY ETC.BUT WHAT THEY ARE DOING THOSE DOCUMENTS,IF ANY PASSENGER TAKES 1 BOTTLE THEY WILL ADD-UP HOW MANY BOTTLES THEY WILL INVOICE TO THE PASSENGERS ACCOUNT AND WHAT THEY WILL DO, ARE THEY SELLING THE EXTRA BOTTLES OUT SIDE IN LOCAL MARKET? ie DUTY FREE RATE IS IRS 1000 IN LOCAL ITS VERY EXPENSIVE. I BEG YOU TO PLEASE LISTEN THE FELLOW PASSENGERS PLEAD AND TRY TO IMPROVE THE FACILITY AT OUR MANGALORE INTERNATIONAL AIRPORT"

    DisAgree Agree [5] Reply Report Abuse

  • Rose Marie, Bajpe- Mangalore

    Mon, Jan 11 2016

    Consumer satisfaction on what basis? There is no public transport facility from the airport to the city and the nearest Bus Stand, i.e. Bajpe. Also, the airport is not connected to the nearest railway station, which is Thokur. The taxi service at the airport is exorbitantly priced. It is high time, the authorities wake up to provide the required facillities.

    DisAgree Agree [12] Reply Report Abuse

  • Mohammed, Bajpe/Riyadh

    Mon, Jan 11 2016

    Too early to decide.But in smuggling yes. Custom officers are inefficient and 'hungry'. Harass innocent passengers and eventually will even pull their pants down for 500 Rs.

    DisAgree Agree [7] Reply Report Abuse

  • Dr.Shankarnarayan, Mangaluru/Abu Dhabi

    Mon, Jan 11 2016

    Congratulations Mangalurians. So Kerala Airports have been pushed to 4th place and on. East or West Mangaluru is the best

    DisAgree [7] Agree [7] Reply Report Abuse

  • raj, mangalore,Bajal

    Mon, Jan 11 2016

    yes what Mr Ummer Mangalore Said is 100% Correct

    DisAgree [1] Agree [4] Reply Report Abuse

  • ALWYN, KUWAIT

    Mon, Jan 11 2016

    They are not allowing for Ola & uber taxi services to pick from airport. I have booked a uber taxi from my home to go airport it costed me 229 Rs. When I came back from airport I didn't had that service so it cost me 650 rs from airport to home. I request the readers to use uber & ola taxi service in Mangalore its better than rickshaw fully air-condition 4 people can travel. please down load the app on your cell phone so we can get better service for cheaper rates

    DisAgree Agree [20] Reply Report Abuse

  • Ashley D' Souza, Bejai, Muscat

    Mon, Jan 11 2016

    Bull**** They don't even bother to check whether passenger is taking his own baggage. I experienced. I stood adamant so I got my baggage and the custom officer cleverly saying to carry one of the unclaimed bag. Put written complain so far not received any reply.

    DisAgree Agree [6] Reply Report Abuse

  • Lydia Lobo, Kadri

    Mon, Jan 11 2016

    Isn't this report a bit contradicting to prevailing condition of a farmer who vacated his property to support the expansion of the facility ?

    Had the court ordered confiscation of assets of the airport instead of the AC's office, could this report have been still valid ?

    Aren't we beaming a bit too much despite of pathetic state of the aggrieving farmer ?

    DisAgree [1] Agree [6] Reply Report Abuse

  • John Tauro, M'luru / Kwt

    Mon, Jan 11 2016

    Here the court’s order is justified since the responsibility of paying compensation lies on the state govt. official on whose orders notices were served for land acquisition.

    DisAgree Agree [6] Reply Report Abuse

  • ummar, mangalore

    Mon, Jan 11 2016

    ohh good joke ,
    staff also behave like police staff are thinking like we are coming from jail ,

    behavaviour no good of staff

    DisAgree [6] Agree [32] Reply Report Abuse

  • vnayak, mangalore/switzerland

    Mon, Jan 11 2016

    Whoever who rated the airport probably did not have any luggage checked in where one has to wait an hour to get the luggage. The distance between the airplane and the luggage belt is very short compared to kilometer or more in many large airports. Still it is a mystery why it takes so long.Moreover, where as the privately managed airports have greenery and flowers both inside and outside the airport this airport (like all other AAI airports) has only concrete and glass.

    DisAgree [1] Agree [24] Reply Report Abuse

  • Amin Bhoja, Patte / Riyadh

    Mon, Jan 11 2016

    Mangalore International Airport is still not a busy airport and still not fully opened to the world flights !!!The judgement is bit a halfway mark !!! Congratulation Bajpe !!!

    DisAgree [1] Agree [21] Reply Report Abuse

  • Ahmed, Mangalore/UAE

    Mon, Jan 11 2016

    My goodness, who is certifying this Airport to highest Marks??? From dubai to Mangalore it takes 3.30hrs journey whereas the time taken to come out of terminal is maximum 4hrs, imagine the super standard of the airport, moreover the custom interrogation is worst than the Narcotics test, and that to disgusting manner.

    DisAgree [5] Agree [29] Reply Report Abuse

  • AMAR NATHAL, MANGALORE

    Mon, Jan 11 2016

    That makes us proud. want to see Mangaluru fame spread far and wide.

    DisAgree [10] Agree [4] Reply Report Abuse

  • lonewolf, mangalore / dubai

    Mon, Jan 11 2016

    I'm surprised how Mangalore airport has got high marks ! ! ! After arrival on intl flights, the immigration is pretty fast. Thereafter it takes a minimum 1 hour to exit the airport for those who have check-in baggage. The bottle neck is after the immigration at the Physical security check where everybody is crammed at this spot and the queue starts snaking. There is not enough space there despite the terminal being huge. There are 2 baggage carousels, but only one is operational. Luggage takes ages to come out. Having said this, my experience is during peak travel season, but still it should not happen. Should be smooth flowing. This survey needs to be looked at once again. . . . One more important thing is I have heard from a couple of people that valuables from hand baggage gets stolen. Apparently it happens just after the baggage comes out of the X-ray machine, but the passenger is not there to collect it. Passenger is still waiting in the queue. Anybody can slip their hands into the baggage and help themselves to whatever they want. Is there a security camera to record the going on at this particular place.

    DisAgree [3] Agree [35] Reply Report Abuse

  • Subhash Chandra, Mangalore UAE

    Tue, Jan 12 2016

    Add mine " Baggage arrival is damn slow ( may be busy with marking X on baggage probably, can i ask one thing ' are our baggage scanned downside once its unloaded from aircraft ??

    The airport needs to address lot of issues....

    DisAgree Agree [3] Reply Report Abuse

  • AMITH, DXB

    Mon, Jan 11 2016

    Never ever satisfied with the service, Firstly customers need to wait more than an hour to get baggage. Once you get the baggage custom security officers hunt for illegal items. I agree with this that’s their part of Job, but they never do repacking. Again 30 minutes. Am talking about my own experience. It's worse ever.

    DisAgree [3] Agree [37] Reply Report Abuse

  • Krishna, karkala

    Mon, Jan 11 2016

    I am totally unhappy until you start airport-city shuttle bus service round the clock

    DisAgree [4] Agree [49] Reply Report Abuse

  • John Tauro, M'luru / Kwt

    Mon, Jan 11 2016

    Also there is need to be good road connectivity from the airport to the nearest railway station (Thokur).

    DisAgree Agree [8] Reply Report Abuse

  • Bryan, Bahrain

    Mon, Jan 11 2016

    I am not a consumer, I am a traveler at the airport, because consumers are consumed with shopping...

    DisAgree [1] Agree [26] Reply Report Abuse

  • John Tauro, M'luru / Kwt

    Mon, Jan 11 2016

    They should have used the word 'traveller' or 'passenger.'

    DisAgree Agree [19] Reply Report Abuse

  • j.anata, Mangaluru / Bengaluru

    Mon, Jan 11 2016

    Point to note s that most 'Smaller' airports are providing better service compared to larger ones

    Nonetheless, credible achievement by Mangalore Airport team to deliver this performance!! Kudos to all, but like someone else commented, do not rest on this laurel now

    DisAgree [3] Agree [7] Reply Report Abuse

  • Anil_Indian, Mangalore/Arabia

    Mon, Jan 11 2016

    I am proud of the achievement, however I have seen from last 16 years, the luggage handling is very poor in Mangalore airport, if we buy a case and travel around the world its condition remains the same, but one trip to Mangalore Airport and it gets ruined, the sense of professionalism is lacking , we should always rely on professionalism, and processes.

    DisAgree [3] Agree [11] Reply Report Abuse

  • Bharath Rao, Mangalore

    Mon, Jan 11 2016

    Well there has been a lot of commendable efforts put in by AAI for managing the Mangalore International Airport. There is indeed superb service given to the customers, however, the Airport is not favoring paid taxi services other than the one's available at the Airport and also have been exorbitantly priced. Passengers should have the liberty to avail cab services on the go also from service providers such as OLA and UBER in addition to the regular cab services. This biased approach should be stopped from AAI Mangalore Management.

    DisAgree [1] Agree [7] Reply Report Abuse

  • Francis, Dubai

    Mon, Jan 11 2016

    I think, mainly previous Mangalore Airport Director, Mr. M R Vasudeva, a down to earth personality, an achiever par excellence is responsible for having Mangalore airport marked on the International map through his dedicated service.

    DisAgree [1] Agree [10] Reply Report Abuse

  • Sandy, Udupi

    Mon, Jan 11 2016

    Congratulations!
    But please do not rest on your laurels and strive for higher aims.
    There is an urgent need to increase the runway length, so that larger planes from Emirates and Ethihad can land giving us better connectivity to US and UK.
    Hope the MPs, MLAs and babus in charge expedite the service.
    The taxi lobby needs to be curtailed. More options need to be made to arrange connectivity to Mangalore, Udupi, Kasargod, Madikeri, Chikmagalur. Volvo bus service from Mangalore city/Udupi/Kasargod and Ola taxis would be good

    DisAgree [2] Agree [10] Reply Report Abuse

  • Chandra, Surathkal

    Mon, Jan 11 2016

    Really!!!!!!!!!!!!!!!!!!!!!!!!!!
    Who are those consumers surveyed????

    DisAgree [2] Agree [26] Reply Report Abuse

  • Acchu, Mlore

    Mon, Jan 11 2016

    Congratulations.
    Yes i received good speedy service, did not take much time to come out and see our family members. Thanks to all

    DisAgree [8] Agree [9] Reply Report Abuse

  • Suresh Nayak, Mangalore

    Mon, Jan 11 2016

    I don't know if the survey included the exorbitant taxi fares approved by the airport authority and ban on Ola and Uber taxis from entering the Airport.

    DisAgree [1] Agree [26] Reply Report Abuse

  • Jossey Saldanha, Mumbai

    Mon, Jan 11 2016

    Genuine International Users are not SATISFIED ...

    DisAgree [9] Agree [44] Reply Report Abuse

  • RAKESH SHETTY, MANGALORE

    Mon, Jan 11 2016

    UNDER LEADERSHIP OF MANGALORE MP SHRIMAAN NALEEN KUMARJI, MANGALORE IS SHINING IN ALL WAYS. JAI HO.

    KL-14 NEED SEPARATE AIRPORT FOR THEM. ALWAYS THEY CAUGHT IN AIRPORT.

    DisAgree [63] Agree [18] Reply Report Abuse

  • Syed Mohiudin, Iruvail/Riyadh

    Mon, Jan 11 2016

    I agreed with Nalini Kumar by the way don't forger Sriman Rai, Sriman Khader,Sriman Sorake,Sriman Bava, Sriman Abaya Chandra Jain

    DisAgree [10] Agree [35] Reply Report Abuse

  • Rahil, Mangalore

    Mon, Jan 11 2016

    Add Mr. Lobo too.

    DisAgree [4] Agree [20] Reply Report Abuse

  • Shankar, Mangalore

    Mon, Jan 11 2016

    Ha ha!!

    DisAgree [5] Agree [9] Reply Report Abuse

  • Ab, Muscat

    Mon, Jan 11 2016

    Congrats Mangalore international airport and the lovely people of mangalore without you ppl it would not have been possible...to achieve the same....

    DisAgree [4] Agree [9] Reply Report Abuse

  • Vincent Rodrigues, Promenade Road,Fraze Town,B'lore 560005

    Mon, Jan 11 2016

    Congratulations and hope it will improve still better by resorting to innovative customer service and become best in India.

    DisAgree [4] Agree [17] Reply Report Abuse


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