Centre for Aviation and Space Laws (NUJS, Kolkata) & Centre for

Research in Air and Space Law (MNLU, Mumbai) Joint Major Research
Project on

A Study of Airport Governance in India under the Contemporary International

Legal Regime

QUESTIONNAIRE FOR AIR PASSENGERS

(Personal Information will be Kept Strictly Confidential)

NAME: _Rishi Raj Mukherjee________________________________________

OCCUPATION: _BA LLB Student___________________________________________

AIRPORT NAME: ____Kolkata________________________________________

(Please mention only among Kolkata, Delhi, Guwahati and Bhopal)

PHONE NUMBER: _______9748062231_____________________________________

EMAIL ADDRESS: ______rishi.nusrl@gmail.com______________________________________

For a better analysis of the international as well as the domestic legal regime for airport
governance in India and also identification of complexities involved in implementation of the
same, this major research project is undertaken jointly by two premier national law
universities of India.

Nota bene:
 Requesting you to kindly take out time to fill up the following questionnaire.
 Kindly return it back to Ms. Barsha Sinha (Research Assistant) either physically or
via email at barshapg21826@nujs.edu with a copy to sandeep@nujs.edu
 Kindly provide your details and we assure to keep it confidential.
 The questionnaire consists of objective as well as subjective questions. Kindly follow
the instructions as provided hereunder while filling up the questionnaire.

Instructions:
 Please tick the relevant option while answering objective questions.
 Where you feel more than one option is applicable, please list out all your selections.
 Even if the concerned facility is available and you feel it to be inadequate, please
select the respective option and elaborate it in the reasons column.
 If you know the situation at more than one airport among Kolkata, Delhi, Guwahati
and Bhopal, please fill-up separate questionnaire for each of them.

1
 1. How do you rate the sitting arrangements in the concerned airport?

Good Bad Please provide details

The sitting arrangement in Kolkata Airport is very good both in

✔ the domestic and international terminals. For every 2 boarding
gates there are about 40-50 seats and spaced nicely.
There are even special sitting arrangements for specially abled
people.

2. What is your opinion on the health and hygiene measures at the concerned airport?

Good Bad Please provide details

✔ The health and hygiene facility at the Kolkata Airport is good.

There are toilets at regular intervals and they are mostly cleaned
once every couple of hours. I personally never faced any problem
regarding health and hygiene in the Kolkata Airport.

3. Do you find amenities in the concerned airport satisfactory?

Not
Satisfactory Please provide details
Satisfactory

✔ I find the amenities in the Kolkata Airport satisfying considering

the amount of daily traffic it handles daily. Further, I would like
to add that if the security gate numbers can be increased it would
be an upgrade as during rush hours getting through security at
domestic terminal is often a hassle.

4. What is your experience regarding customs and immigration process in the concerned
airport?

Good Bad Please provide details

✔ During my international travels, the custom experience at the

Kolkata Airport has been mostly smooth. The security check is
tighter than domestic and straightforward questions are asked at
the immigration gate. If the paperwork is alright I feel the process
is very smooth and efficient.

2
 5. How accessible is the concerned airport for the persons with disability?

Good Bad Please provide details

✔ I feel the Kolkata Airport is decent with respect to accessibility.

There are wheel chairs and other facilities available from the entry
gate itself. Also, there are attendants willing to help such people at
every step. I feel with respect to blind people the accessibility
features can be improved.

6. What is/are the most common issue/s from the following list that you have faced
while travelling through the concerned airport?

Issues Please provide details

Cancelation of flights or
flight delay due to lack of
airport infrastructure
Mismanagement at the
airport
Rarely and mostly Air India flights are delayed due to overworked
pilots and same connecting flights at different routes.
NIL

Time taking check-in Not really

processes due to lack of
airport infrastructure
No proper facility for Lack knowledge about the same.
emergency landing

No proper safety measures NIL

Inadequate visual aid Yes, probably true.

facilities

Any other issue Backage handling is very rough. Often Baggage’s are damaged
due to rough handling

7. Have you ever been subjected to any of the audit or survey based on the customer
satisfaction conducted by the concerned airport?

Yes No If yes, please provide details

✔ ___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________

3
 ___________________________________________________
___________________________________________________
___________________________________________________

8. Please provide your suggestions based on your experience of other airports for the
betterment of the concerned airport.

There is room for a lot of automation. The boarding pass gate is most airports can be avoided by

check-in machines. Further, there can be better technology which would not require the

passengers to unpack laptop and other devices while security checkin.

--- Thank you ---