Air travel in India could soon undergo a major shift as the Airports Economic Regulatory Authority (AERA) proposes stricter accountability measures for airport operators. Under a new plan, lapses such as dirty toilets, long queues, and baggage delays may directly impact airport revenue through reduced user development fees.
Linking Service Quality to Tariffs
AERA has released a consultation paper outlining uniform performance standards for all major airports handling more than 35 lakh passengers annually. These standards will directly link passenger experience to airport tariff structures, ensuring that airports are financially incentivized to maintain efficiency and cleanliness. Rewards will be offered for exceeding benchmarks, while penalties will be imposed for falling short.
What the Standards Cover
The proposed rules set maximum wait times at key passenger touchpoints, including terminal entry, check-in, security, immigration, and baggage retrieval. Cleanliness and the availability of essential facilities will also be monitored. Additionally, the adoption of technology such as Digi Yatra and e-gates at immigration counters will be assessed as part of the compliance checks.
Third-Party Audits for Accountability
To maintain transparency, AERA plans to introduce third-party audits for verifying compliance. The regulator emphasizes that airports function in a natural monopoly environment, where passengers often have no choice but to use a given facility. In such cases, ensuring service quality is as important as determining tariffs.
Balancing Complexity at Larger Airports
The paper highlights that airports handling more than 60 lakh passengers annually will be categorized separately, given their larger infrastructure and operational complexities. However, the responsibility for smooth functioning ultimately lies with airport operators, even though airlines, ground-handling agencies, CISF, and the Bureau of Immigration handle specific functions.
Next Steps
Stakeholders have been invited to share their comments on the proposal by September 24, with a meeting scheduled next week. If implemented, these performance-linked standards could significantly enhance passenger satisfaction and push airports toward continuous improvement.
