NEW DELHI: An association representing air travelers has suggested that the government introduce an ‘on the spot’ passenger feedback system after completion of immigration clearance in major airports of the country which could be used to review and enhance the performance of officials.
It has suggested that the Ministry of Home Affairs introduce a technology-driven simple system to obtain feedback as is done in Singapore and major airports in China.
“We draw your kind attention to the technology driven simple system in vogue in Singapore, major airports in China etc. wherein passengers’ feedback is obtained electronically while passing through the counter after completion of immigration clearance.
“This is accomplished by simply pressing the appropriate feedback buttons categorized as ‘very good’, ‘good’, ‘average’ and ‘not satisfactory’ without having to spend an extra minute in filling up any form etc,” Secretary General of the Air Travelers Association S Asokan said in a letter addressed to the Home Secretary last month.
The association has also written to the Civil Aviation Ministry and aviation regulator Directorate General of Civil Aviation (DGCA) to introduce the service initially in airports in metro cities.
The absence of such passenger feedback after going through the immigration clearance makes it difficult to evaluate the services of officials.
The language barrier and behavioral issues are matters that can be resolved based on the feedback obtained and make the immigration service even better, sources said.
“At the end of each shift, performance of each officer can be reviewed by the superior officer based on passengers’ assessment.
“The system can be further encouraged through reward, recognition scheme,” Asokan said in his letter to the Union Home Secretary.
This measure will go a long way in speeding up the arrival and departure immigration clearance process, as also to enhance the performance standards of officials working at the immigration counters.
It will enhance the experience of passengers passing through immigration counters and the image of the country, he said.
“The association sincerely feels the Ministry of Home Affairs and the Bureau of Immigration can advise the respective airport operator to add this ‘on the spot’ simple survey system embedded to immigration counters, at least to start with metro airports and at the country’s busiest IGI airport as a pilot project”, he said. PTI
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