Mumbai airport Customs better than global counterparts: Survey

A Finance Ministry-sponsored survey has revealed that 69 per cent respondents at the Mumbai airport Customs rated their experience as "better or somewhat better" than other international airports.
In a first of its kind survey, CBEC had engaged L N Welingkar Institute of Management, Mumbai (WE School), to conduct a survey of 'passenger satisfaction' levels of Customs clearance process at the Chhatrapati Shivaji International Airport in Mumbai, one of the largest in terms of international passenger traffic in India.
Asked to rate their experience, "69 per cent rated their experience with the Mumbai airport Customs as better or somewhat better than other international airports, 15 per cent rated on par and about 16 per cent felt it was worse", the ministry said.

The sample size of the survey was 731, duly representing demographics, nationalities and profession, among others.
The study found 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 be in between 15-29 minutes.
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 some of the important recommendations.

Among findings, the respondents appreciated the improvement in Customs clearance process over the years. Thirty five per cent mentioned that the clearance process has drastically improved while 37 per cent felt that there is a marginal improvement.

According to the passengers, three areas that require major improvement are access and availability of information, speed of process and greater transparency of duty assessment process.
The study found that lack of information awareness has a
direct bearing on passenger satisfaction levels.
Only 27 per cent respondents were 'fully aware' of the Indian Customs rules and regulations while the vast majority were either partly aware or unaware of the legal requirements.

Barely 17 per cent 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 per cent preferred the medium of mobile phone for seeking information. Only 50 per cent of passengers were aware that the baggage declaration forms had been withdrawn, which was a major simplification undertaken recently, with 68 per cent welcoming the move as a positive initiative."
The study also identified specific actions to address information awareness gaps, prominent among them being Web promotion, optimisation, mobile App-based information dissemination, and increased use of social media.

It also found that verbal and non-verbal behavioural cues of the Customs officer influences the perception and hence, satisfaction levels of the passengers.
Seventy seven per cent passengers said they did not face any difficulty or harassment. However, it was suggested that imparting behavioural skills, particularly in managing crucial conversation, tone of communication, gender sensitisation, emotional intelligence to the Customs officer will go a long way in influencing passenger satisfaction levels.
A research team comprising faculty members and research associates of WE School conducted the survey over a week from May 20-26 on a 24x7 basis.
CBEC Chairman Najib Shah said the survey findings and recommendations will be examined carefully and suitable action will be taken to improve overall passenger satisfaction.