REIMAGINING AIRPORTS

AIRPORTS across the world have transformed themselves. No longer are they mere hubs for air
travel; they now offer facilities where passengers can avail a plethora of amenities and activities
as they wait to board their flights. But in Pakistan, we have yet to master the basics of passenger-
centric airport management. This was the crux of the briefing the Civil Aviation
Administration’s managing director gave the Senate’s Standing Committee on Aviation on
Monday. According to the CAA head, representatives of various agencies deputed at airports,
particularly Customs, the Airport Security Force and Anti-Narcotics Force, were involved in
harassing, threatening and shaking down passengers. He said such an “aggressive atmosphere”
made it feel “as if we live in a cantonment”. While people’s personal accounts about the
unprofessional activities of officials posted at airports abound, the state needs to take notice
when the head of the aviation regulator brings up these issues in a Senate briefing. Some senators
shared their own experiences of run-ins with unfriendly airport officials.
Indeed, grim-faced immigration officers, Customs officials looking to make an extra buck under
the table, and unfriendly security staffers do not exactly present a welcoming picture to travelers
local and foreign. Moreover, the multiple layers of security and often harsh questions from
airport officials give the feel of a police state, where passengers, incoming or outgoing, have to
‘prove’ their innocence before these unwelcoming state representatives. Whether it is local
travellers, expats returning to visit family, or the foreign tourist brave enough to make the trip to
Pakistan, all travellers need to be provided a welcoming and professional atmosphere at our
aviation hubs. While the transport of illegal and dangerous items cannot be allowed, and officials
should keep an eye out for those travelling on fake documents, these cannot be excuses for
treating ordinary travellers as suspects, or worse, extorting money from nervous ones. A greeting
accompanied by a smile can go a long way in projecting a ‘soft’ national image, as opposed to
the scowling, probing faces that currently meet passengers. Moreover, the CAA must also work
on revamping infrastructure at Pakistan’s airports to improve the passenger experience. Perhaps
privatisation of airport facilities can help bring positive changes in management, while those
running aviation-related security agencies need to inculcate a culture of respect for the passenger
within their personnel.
Published in Dawn, June 7th, 2023