Shorter waiting times for security checks and courteous behaviour by personnel are desired by flyers at Indian airports, according to a passenger feedback survey conducted by the CISF. The airport guarding force conducted the survey at eight major civil airports in the country last month. It involved over 3.30 lakh people, travelling to international and domestic destinations. An overwhelming 81.72 per cent of the flyers graded the performance of Central Industrial Security Force (CISF) personnel "excellent", according to the findings. CISF performance was rated "very good" by 13.86 per cent of the travellers, 3.48 per cent said it is "good" and 0.19 per cent of passengers were unsatisfied. "This 0.19 per cent of the passengers are those we are worried about.
They want reduced waiting times and shorter queues for security checks and that the personnel are courteous and smiling. "We will soon ask a professional organisation to analyse the data even as we are taking some steps to improve these two areas," CISF Director General OP Singh told PTI. He said the findings will be shared with other stakeholders in the civil aviation domain such as government agencies and airport operators. A few flyers also demanded that more women personnel be deployed and more security counters be set up at airports to cut down the time of frisking, a senior CISF officer said. The force in a statement said people gave 4.73 out of 5 for overall security and services. It got 4.80 out of 5 in the "safe and secure" category. It received 4.60 for "waiting time at security inspection". "Further analysis is needed for improvement in the area without compromising on security," it said. The flyers found "very heartening" the recent initiative of stopping the stamping and tagging of cabin baggage and it was suggested that the practice be emulated at all airports. The CISF said it was pursuing the matter with airport operators. At present, the practice of tag-less hand baggage is followed at 23 civil airports.
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