Airports to be ranked on passenger feedback

[email protected] (The Hindu)
July 10, 2016

New Delhi, Jul 10: Passengers' rants or raves about services provided at India's major airports could soon actually make an impact with the airports' economic regulator putting in place a new system to monitor the ground operations and service standards.

airport
The carrot for the airport operators: those with high ratings for services could get to charge higher tariffs as an incentive.

The Airports Economic Regulatory Authority (AERA) that came into existence in 2008, has so far been focused on its responsibility of setting airport tariffs, but will now assess their performance on the ground for 16 major airports as well.

The regulator will rate airports based on parameters such as cost efficiency, entry time, security clearance, check-in and boarding facility, among other services at airports. A critical component of the rating would be passenger feedback.

“As a part of our mandate, we have a major item we have not looked at so far which is setting and monitoring performance standards of airports. We want to make airports attractive and efficient and plan to monitor the service levels of airports,” AERA Chairman S Machendranathan said media.

“We want to bring in healthy competition among the airports. The airports showing improvement in their performance over a period of time may be incentivised by giving them higher tariff,” Mr. Machendranathan said.

At present, the airports in India are ranked by Airport Council International's Airport Service Quality surveys every quarter.

“As a part of our mandate, we have a major item we have not looked at so far which is setting and monitoring performance standards of airports. We want to make airports attractive and efficient and plan to monitor the service levels of airports,” AERA Chairman S. Machendranathan said media.

Foster competition

“We want to bring in healthy competition among the airports. The airports showing improvement in their performance over a period of time may be incentivised by giving them higher tariff,” Mr. Machendranathan said.

At present, the airports in India are ranked by Airport Council International's Airport Service Quality surveys every quarter. The major part of AERA's mandate has been to fix tariff for major airports such as Delhi, Mumbai, Bengaluru, Kolkata, Chennai, Ahmedabad, Goa, Guwahati, Lucknow and Srinagar.

As per the AERA Act, one of the other functions of the authority is “to monitor the set performance standards relating to quality, continuity and reliability of service.”

“We need to fix the parameters of our rating such as how long does it take to enter the airport, how is the check-in procedure, time taken in security clearance, what are the boarding facilities, etc. We would also take feedback from people asking them to rate the airport for us. We are exploring the methodology,” he said.

Cost cutting

The AERA chief added that cutting capital costs could also be an important criterion.

“We are not a tariff determination authority but an economic regulatory body that will have to look at the efficiency of the airports too,” he said.

Aviation experts said some of the airports run by the state-owned Airports Authority of India need significant improvements.

“AERA needs to come up with transparent standards for judging the airports' quality of service. These should be developed in consultation with airports airlines and user groups,” Amber Dubey, partner and India head of aerospace and defence at global consultancy KPMG said.

“AERA should consider using inspectors and auditors from the private sector instead of creating a huge bureaucracy internally.”

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News Network
December 15,2025

Mangaluru, Dec 15: Air India Express has announced that it will resume direct flight services between Mangaluru and Muscat from March 2026, restoring an important international air link for passengers from the coastal region.

Airport authorities said the service will operate twice a week—on Sundays and Tuesdays—from March 1. The initial flights are scheduled on March 3, 8 and 10, followed by March 15 and 17, with the same operating pattern to continue thereafter. The flight duration is approximately three hours and 25 minutes.

The Mangaluru–Muscat route was earlier operated under the 2025 summer schedule, with services beginning on July 14. At that time, Air India Express had operated four flights a week before suspending the service.

Officials said the summer schedule will come into effect from March 29, after which changes in flight timings and departure schedules from Mangaluru are expected. Passengers have been advised to check the latest schedules while planning their travel.

The resumption of direct flights to Muscat is expected to significantly benefit expatriates, business travellers and others, further strengthening Mangaluru’s air connectivity with the Gulf region.

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News Network
December 19,2025

Mangaluru: The Mangaluru CEN police have arrested a 23-year-old man for allegedly posting provocative and misleading content on an Instagram page named “mr_a_titude”, targeting the Bajpe police.

Mangaluru Commissioner of Police Sudheer Kumar Reddy C H identified the arrested as Abhishek M, a resident of Katipalla in Mangaluru.

A case has been registered at the Bajpe Police Station under Sections 353(1)(c), 353(2), 56, and 57 read with Section 189 of the Bharatiya Nyaya Sanhita (BNS) in connection with the post.

According to police, the accused uploaded a photograph of a hotel on the Instagram page and alleged that accused persons in a murder case under the Bajpe police jurisdiction were being given “royal treatment” by the police, including being served beef meals daily from the hotel.

The post further accused the police of supporting criminals, misusing their authority, and betraying public trust. Police said the content was provocative in nature and aimed at inciting public outrage against the police.

Following the post, a case was registered at the Bajpe police station, and further investigation was transferred to the CEN police station.

Police records indicate that the accused has a criminal history, with multiple cases registered against him, including murder, attempt to murder, assault, and robbery at the Surathkal Police Station, and one case at the Kaup Police Station.

The Commissioner said the accused was traced and arrested using technical evidence.

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News Network
December 19,2025

Mangaluru: Public transport in Mangaluru is set for a state-led transformation as the government moves to deploy 100 new electric govt buses to replace unreliable private services. The initiative aims to provide a dependable alternative to private operators who have been frequently "cutting trips," leaving thousands of commuters stranded.

The announcement was made by Deputy Commissioner and MCC Administrator Darshan HV during a public phone-in session. The move specifically targets routes where private bus service has become erratic, ensuring that citizens no longer have to rely on a fluctuating private sector for their daily commute.

Restoring the Govt Presence

The transport crisis was brought to the forefront by Ramayya, a resident of Bajal, who highlighted a growing trend of private buses skipping morning and night trips. With the previous KSRTC (govt) services discontinued, residents have been left without a fallback option.

To fix this, the DC confirmed that the PM-eBus Sewa Scheme will bring 100 government-owned electric buses to the city:

•    Phased Deployment: The first 50 of the new 100 government buses are scheduled to arrive by March 2026.

•    State Infrastructure: Two new government depots, including one at Mudipu, are being prepared for operations.

•    Recruitment: The state has already begun training a new batch of government bus drivers to ensure the fleet is operational the moment it arrives.

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