Takeoff pangs for airport framework

Airport operators, AAI flag concerns over proposed service quality norms

- DEEPAK PATEL

‘There’s much action on the ground for matters related to the sky. It stems from the Airports Economic Regulatory Authority of India’s (Aera’s) intent to enforce uniform service quality standards — a move airport operators are raising strong concerns over.

It started with Aera issuing a draft consultation paper on August 18, seeking to create a national framework for quality, continuity, and reliability of services across Indian airports. Airport operators fear if the norm comes into play, it would cause significant disruption. The proposed framework, they argued, has impractical provisions, disproportionate penalties, the potential for financial and contractual disputes, and could have “significant revenue impact”.

‘There are concerns over various requirements such as uploading passenger complaints; baggage-handling timelines; wheelchair assistance; reliance on peak-hour performance metric; penalty and incentive mechanism; rules for greenfield airports; and the accountability of third-party providers such as caterers and ground handlers. Among other things, the draft consultation paper proposes a system of rebates through reduced user development fees (UDF) if service deficiencies are found, and modest incentives for exceeding standards.

The framework identifies 32 measurable and 18 qualitative parameters, including baggage delivery timelines; speed of security and immigration clearance; passenger arrival time from aircraft door to terminal; and the quality and availability of lifts, escalators, travellators, medical facilities, wheelchairs, baby care rooms, aerobridges, and WiFi. Performance would be monitored through monthly surveys, making the standards both enforceable and verifiable.