Feedback on ground handling operations at Indian airports is rarely very flattering. Jyoti Koul finds out what ails the system, and whether the new measures proposed by the government will make any difference.

These are just few cases that take place on a day-to-day basis due to incompetent ground handling at the airports in the country. The sudden surge in air traffic and travel demands in the last decade or so has created a dire need for airlines and agencies like the Airports Authority of India (AAI) to adopt a professional attitude. This in turn would eradicate mismanagement and reduce the chaos and confusion resulting in crime, theft and harassment at the airports. Subsequently, with an increase in travel, the number of travelling passengers and baggages checked through the systems are constantly challenging the airline industry. One must realise that an airport is the first interface a tourist has with the country, so modern facilities and up-to-date security are indispensable for positive portrayal. To cope with mounting challenges such as minimising flight delays and reducing overhead costs, the airlines and agencies responsible for ground handling need to emphasise a great deal on trained manpower with effective communication skills. Access to quality equipment and information technology solutions is the need of the hour not only to increase job efficiency, but also to enable them to offer visitors world-class service and security and safety.

Too Many Cooks Spoil The Broth
It has been noticed that there are many players involved in the ground handling operations, and no one seems to take ‘complete’ responsibility. The Ministry of Civil Aviation’s (MoCA) is trying to correct this by engaging three new agencies exclusively for ground handling operations. This is being done citing security considerations and in order to streamline the policy on ground handling services. Also, such a measure, it has hoped, will achieve world class standards and minimise the number of agencies performing ground handling operations at airports.

According to Shripad Yesso Naik, minister of state for civil aviation, “The government has taken a decision to suitably revise the A-I (general management, entry for ground handling services) regulation 2000 to provide a system by July 2003, wherein only Air-India Limited, Indian Airlines Limited and Airports Authority of India will form separate companies having a minimum of 51 per cent share holding in the joint venture. This will be done either directly or through their subsidiaries by way of a joint venture with an international operator or foreign airline, subject to security clearance from the government. No self-handling by any of the airlines or their subsidiaries or agencies will be allowed. Pending formation of the separate companies, Air-India and Indian Airlines will directly provide ground handling services beyond June 30, 2003.”

The MoCA created further confusion and contradiction because it has allowed the other two domestic players Jet Airways and Sahara Airlines to manage their own ground handling. Aptly, a senior official of AAI disclosed that, “Too many cooks spoil the broth. It is definitely a Catch 22 situation as there are too many clauses yet to be explained. Besides, it is May and till date the company has not yet been formed, there are no international partners and going by the government’s speed of functioning, it is most unlikely that the July deadline will be met.”

Now, if this is the case, why not permit self handling, ask industry practitioners. As an alternative, let there be one efficient agency to handle the job, instead of so many. Industry practitioners feel that private partners both domestic and international should be allowed to do their ground handling as that will bring in competition and services will improve tremendously. Commenting on this, Saroj K Dutta, executive director, Jet Airways, revealed that, “We will be glad to do the self handling as we have been doing the ground handling operations on our own for the last 10 years and we would welcome the government’s move to let private domestic airlines do their own ground handling.” In their opinion, allowing domestic carriers to continue ground-handling service while not allowing international airlines will be an arbitrary decision.

Smooth Operations
All the national and international airlines provide their own customer service at the airports, and this is one area that is without glitch. As a measure to remove chaos and confusion and enable a smooth and tension free passage, each airline can depute a member as an escort guiding passengers right from the airport entrance. However, airside and landside delays are a cause of concern for every passenger. As a norm, passengers are offered the immediate next flight in case of a delay, apart from food and a brief stay. However, the lounge facilities need upgradation. Apart from business class lounges, what is required is a look into special requirements like children, senior citizens and physically challenged passengers that need extra care. Airline personnel responsible for these areas have to ensure that there is proper coordination between departments. The situation can be further improved, if there are special (for delayed flight passengers only) lounges with radio transmitters updating latest information and baggage deposit system in place.

“To enhance customer services at the airport will be our continued effort besides providing efficient and professional services. To further improve efficiency, we would focus on staff training, new equipment, technology and incorporate new trends and facilities to serve our customers. As customer service and facilitation has always been a priority with Jet Airways,” said Dutta.

With a high concentration of people in transit, many airports have become targets for thieves and terrorist attacks. Apart from managing and ensuring that security procedures comply with international guidelines on air transportation, security via x-rays and passenger screenings are already in place. However, an innovative initiative could be a special ‘May I help you’ desk at the airport, that could guide and inform passengers who feel lost in a foreign land. Proper signages are also lacking in Indian airports.

Management Measures
Management is the next pivotal role as far as airport functioning is concerned. The highly complex and diversified operations of a modern airport require effective management from both airlines and airport authorities to maintain excellence with regards to service and efficiency.

“From managing daily operations of the airport to handling crisis situations within the premises, airport management teams have the critical responsibility of making timely and informed decisions. It is therefore of utmost importance that these teams are equipped with solutions that provide them with up-to-date information all the time. Being able to contact and communicate with essential operational departments for situation updates is also critical in ensuring that operations are smoothly executed,” said captain M Y Khan, a retired pilot.

Baggage Handling
Based on a number of surveys, on an average, the industry misplaces seven out of every 1,000 bags. “With the right technology in place, tracking the location of the baggage from the time it was checked-in to when it is picked up from the belt can be easy. It will enable officials to better manage, monitor and control baggage flow, resulting in greater passenger satisfaction,” pointed out a customs official. Currently, there are metal detectors, X-ray machines and manual security checking procedures in place.

Who’s Call Is It Anyway?
With so many agencies toying with passenger safety and security, it is time that either the ministry or just AAI take the initiative to assign ground handling operations to one particular agency before the country loses its face. Ask the airlines, or the AAI or MoCA about the unfortunate incidents taking place in broad daylight within airports and each will shrug off responsibility as passing the buck is the name of the game.

In lieu of the situation, some time ago, AAI took a decision to install CCTVs at various locations at the airports, and asked customs, immigration, Delhi police and others to participate but many including the customs backed out saying they will manage on their own. According to an official, “If there is no accountability to run a particular unit or business in a professional way, top level management needs to be questioned under whose umbrella all sub-agencies function. We have to stop shifting the blame. It will never work that way.” So is the system faulty and is unable to take the right steps at the right time? “No, our system is one of the best systems in the world but it is the mindset, that needs a drastic change. In order to save the cost heads many airlines outsource the staff as far as self-handling is concerned. The problem is that ‘outsourced’ personnel can be an agricultural labourer converted into ground handler. So, professionalism goes in for a six when self interests of a company become more important,” lamented the official. However, it has been observed that the Central Industrial Security Force (CISF) has been able to improve the system, though a lot more is required. CISF is said to have an intelligence network, which is actually required. According to a senior airport official, “Any airport works on intelligence and things like equipment and system come later. What actually needs to be eliminated is redundant and surplus labour. Engaging efficient and professional agencies like Cambata Aviation in ground handling is the need of the hour.”

The insider believes that touting is mushrooming because of the involvement of people from inside. However, the rate of baggage tampering, lifting, theft or fake money exchange rackets can come down if passengers are ‘pre-aware’ and alert.

Self-Measures Are The Best
Officials of the AAI maintained that all said and done, passengers are the best security guards for themselves. They need to remain alert and do their homework. “Why do you think the air ticket is of more than five pages? Other than checking the seat number, flight number and date and amount, how many of us bother to go through all those pages. Which actually teach you about the dos and don’ts. The ticket itself gives you instructions but we do not bother to flick through the pages, we suffer. At the immigration check counter and else where like pre-paid taxi services, all the information is already there but since we do not bother to read, we suffer. All we need to do is open our eyes, ears and mind,” suggests the official.