CISF to conduct feedback survey at 8 major airports

Tribune News Service

New Delhi, September 30

The CISF will conduct a “Passenger Feedback Survey”, to assess the performance of personnel and quality of services being rendered by the force at the airports, said a senior CISF official.

The survey is scheduled to be conducted from October 1 to 30 at eight airports — Delhi, Mumbai, Chennai, Bangaluru, Kolkata, Hyderabad, Cochin and Guwahati — during which the passengers would be provided a small paper-based questionnaire.

Apart from four parameters — feeling of being safe and secure, waiting time at security inspection, thoroughness of security inspection and courtesy and attitude to help; response of initiative removal of baggage tag stamping at the airports under CISF security cover is also included in the questionnaire, said Assistant Inspector General (AIG) Hemendra Singh, CISF.

Recently, the CISF has done away with the practice of stamping and tagging of passengers' hand baggage at 17 airports as part of making air travel easy. The questionnaire is also related to how the passengers want the security personnel to behave and their expectations at the airports.

A committee has been formed at all the eight airports to evaluate the survey. There upon, these survey reports will be scrutinised by airport sector headquarters for taking further action.

“Feedback samples collected would help to identify the strength and the weaknesses, if any, in service deliverance and to grade the services of the CISF as a whole. Suggestions by passengers will be analysed and worked upon to improve our services. It will also identify problems faced by travelers and possible solutions to them,” added the AIG CISF.

The CISF has last done such a survey in 2013 at all the 59 airports under CISF security cover, where the overall rating of the CISF was 4.49 out of 5 points on four parameters, he further added.