The Belagavi Airport has seen a dip in its customer satisfaction rating, according to the latest Customer Satisfaction Index (CSI) report released by the Airports Authority of India (AAI) for Round I 2024. The airport secured a score of 4.73, a noticeable decline from the previous survey score of 4.97.
The survey, which gauges passenger satisfaction across various parameters, revealed that Belagavi Airport performed poorly in several key areas. The most significant drop in satisfaction was observed in the following categories:
- Value for Money of Parking Facilities: Passengers expressed dissatisfaction with the pricing of parking services, marking this as one of the weakest aspects of the airport’s offerings.
- Waiting Time in Check-in Queue/Line: The efficiency and speed of the check-in process were rated negatively, with passengers citing long waiting times as a significant inconvenience.
- Ease of Finding Your Way Through the Airport: Navigation within the airport was another pain point, with travelers struggling to find clear signage and directions.
- Walking Distance Inside the Terminal: The layout and design of the terminal, which requires passengers to walk long distances, contributed to the lower satisfaction scores.
- Value for Money of Restaurant/Eating Facilities: The cost of food and beverages was deemed too high, impacting the overall dining experience at the airport.
- Value for Money of Shopping Facilities: Similar concerns were raised about the affordability of shopping options within the terminal.
- Internet Access/Wi-Fi: Connectivity issues, particularly with the airport’s Wi-Fi service, frustrated many passengers.
- Cleanliness of Washrooms/Toilets: The hygiene and maintenance of restrooms were rated poorly, a crucial aspect that significantly affects passenger comfort.
- Speed of Baggage Delivery: The efficiency of the baggage handling system was another area of concern, with delays in baggage delivery affecting the overall experience of travelers.
The decrease in the CSI score is a significant setback for Belagavi Airport, which had previously been seen as a rising star among the smaller airports in India. The airport authorities will need to address these issues promptly to regain passenger confidence and improve future ratings.
The AAI’s CSI survey is an important tool for assessing the performance of airports across the country. It provides valuable feedback to airport management teams, enabling them to make informed decisions to enhance the passenger experience. With the results of Round-I 2024 now out, all eyes will be on the steps taken by Belagavi Airport to improve its services before the next round of assessments.