NEW DELHI: Dirty toilets. Delays in baggage retrieval. Long queues at check-in, security and immigration. Airports may soon pay for these lapses with reduced user development fees under a proposal from Airports Economic Regulatory Authority (AERA).
The regulator has issued a consultation paper to create uniform performance standards for all major airports - those handling more than 35 lakh passengers annually - and link compliance to tariff structures. Rewards will be offered for exceeding standards, penalties imposed for failing them. Third-party audits will verify compliance.
Proposed plan covers maximum wait times at every touchpoint
Airport services are characterised by natural monopoly or limited competition, wherein users have limited options on service providers. In such an environment, the role of the regulator extends beyond tariff determination to ensuring that services are delivered efficiently, transparently, and to a standard that meets both operational and user expectations," the paper states.
The proposed standards cover maximum wait times at every touchpoint - terminal entry, check-in, security, immigration and baggage retrieval. Cleanliness, availability of basic facilities, and use of tech such as Digi Yatra and immigration e-gates will also be assessed.
"These standards are instrumental in safeguarding passenger interests, enhancing accountability, and promoting continuous improvement across airport operations," Airports Economic Regulatory Authority (AERA) said.
The authority plans to categorise airports handling over 60 lakh passengers separately, citing differences in infrastructure and operational complexity.
While airlines, CISF, Bureau of Immigration and ground-handling agencies handle specific functions, airport operators must ensure adequate counters and infrastructure, an industry insider said.
"The aviation ecosystem is inter-linked. Ensuring checked-in baggage is on conveyor belt within allowed time is the airline's responsibility. A ground handling agency does this job for the airline and the agency has an agreement with the airport operator. Check-in is airline's responsibility, security check is CISF's... everything is connected," the insider said.
A stakeholders' meeting is slated for next week. Comments on the proposal are open until Sept 24.
The regulator has issued a consultation paper to create uniform performance standards for all major airports - those handling more than 35 lakh passengers annually - and link compliance to tariff structures. Rewards will be offered for exceeding standards, penalties imposed for failing them. Third-party audits will verify compliance.
Proposed plan covers maximum wait times at every touchpoint
Airport services are characterised by natural monopoly or limited competition, wherein users have limited options on service providers. In such an environment, the role of the regulator extends beyond tariff determination to ensuring that services are delivered efficiently, transparently, and to a standard that meets both operational and user expectations," the paper states.
The proposed standards cover maximum wait times at every touchpoint - terminal entry, check-in, security, immigration and baggage retrieval. Cleanliness, availability of basic facilities, and use of tech such as Digi Yatra and immigration e-gates will also be assessed.
"These standards are instrumental in safeguarding passenger interests, enhancing accountability, and promoting continuous improvement across airport operations," Airports Economic Regulatory Authority (AERA) said.
The authority plans to categorise airports handling over 60 lakh passengers separately, citing differences in infrastructure and operational complexity.
While airlines, CISF, Bureau of Immigration and ground-handling agencies handle specific functions, airport operators must ensure adequate counters and infrastructure, an industry insider said.
"The aviation ecosystem is inter-linked. Ensuring checked-in baggage is on conveyor belt within allowed time is the airline's responsibility. A ground handling agency does this job for the airline and the agency has an agreement with the airport operator. Check-in is airline's responsibility, security check is CISF's... everything is connected," the insider said.
A stakeholders' meeting is slated for next week. Comments on the proposal are open until Sept 24.
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