Customs - Passenger Satisfaction - Mumbai Airport - CBEC Survey
THE CBEC engaged a Management School to conduct a survey of Passenger Satisfaction levels of customs clearance process at the Chhatrapati Shivaji International Airport, Mumbai, one of the largest Airports in terms of international passenger traffic in India. CBEC seems to be happy with the findings.
1. Overall Satisfaction level at Mumbai Airport: Asked to rate their experience of Mumbai Customs vis-a-vis other international Airports across the world, 69% rated their experience with Mumbai airport customs as better or somewhat better than other international airports, 15% rated on par and about 16% felt, it was worse.
2. Clearance Process: Respondents appreciated the improvements in Customs clearance process over the years. 35% of the respondents mentioned that clearance process has drastically improved while 37% mentioned that there is marginal improvement.
3. Areas requiring improvement: Three areas where major improvement is expected by passengers are - (i) access and availability of information, (ii) Speed of process and (iii) Greater transparency of duty assessment process.
4. Ignorant about TV and Jewellery: Customs assessment for TV and jewellery appeared to be less widely known and are two commodities causing maximum discord.
5. Facility to pay duty by Debit/Credit card: The manner of payment of assessed duty amount at the designated bank's counter (SBI) and lack of alternative facility to pay duty by Debit/Credit card/ Cash Card & Foreign exchange rate differential vis-à-vis other exchange operators was another cause of Passenger dissatisfaction.
6. Lack of Information: The study found that lack of information awareness has a direct bearing on passenger satisfaction levels. Only 27% were ‘Fully Aware' of the Indian Customs rules and regulations while the vast majority was either partly aware or unaware of the legal requirements.
7. Where to get Information? Only 17% of the passengers were found to be accessing Indian Customs website for information, while the rest relied on various other sources, which may not be fully authentic and reliable. 43% preferred medium of mobile phone for seeking information. Only 50% of passengers were aware that the Baggage Declaration Forms had been withdrawn, which was a major simplification undertaken recently, with 68% welcoming the move, as a positive initiative.
8. Behaviour of Customs Officers: Verbal and non-verbal behavioural cues of the Customs Officer influences the perception and hence the satisfaction levels of the Passengers. 77% of the passengers said they did not face any difficulty or harassment, however, imparting behavioural skills particularly in the areas of managing crucial conversation, tone of communication, gender sensitisation, emotional intelligence, etc. to the Customs officer which will go a long way in influencing Passenger Satisfaction levels.
(Nonetheless, once in a while a video surfaces! See )
9. Time Spent for Customs Clearance: The study revealed that Passengers are sensitive to the time they spend on the entire Customs Clearance Process. In the case of Green Channel passengers, threshold time is ‘up to 15 minutes' while in the case of Red Channel Passengers, threshold time appeared to creep in the 15 to 29 minutes' time interval. Pre-arrival self-calculation/assessment and payment of Customs Duty levied, dedicated customs clearance channel for those international passengers who have connecting domestic flights to board, ease of Customs Clearance process at the Airport are important recommendations by the Research team for reduction in process time, which in turn would lead to raising satisfaction levels of Passengers.
Mr.Najib Shah, Chairman CBEC, assured that the Survey findings and recommendations by the Research team will be examined by the Board carefully and suitable action will be taken to improve the passenger satisfaction levels not just at Mumbai but at all the Airports in India.