Pune Airport Improves Ranking but Passenger Service Concerns Persist

Viman Nagar, 17th February 2025: Pune Airport has seen an improvement in its ranking in the Airport Service Quality (ASQ) survey conducted by Airports Council International (ACI), moving up from 74th place in the third quarter (July-September 2024) to 67th in the fourth quarter (October-December 2024). However, passenger feedback has highlighted a persistent issue—lack of courtesy and helpfulness from ground staff.

In response to these concerns, Pune Airport Director Santosh Dhoke stated that measures are being taken to enhance passenger experience. “We recently held a meeting with all stakeholders and instructed them to ensure polite and helpful behavior towards travelers. During peak hours, when multiple flights operate simultaneously, airlines often face manpower shortages, which can impact service quality. To address this, we have directed airlines to increase staffing and deploy additional floor managers across key airport areas,” Dhoke said.

Dhoke also acknowledged complaints about immigration officials and emphasized the need for improved conduct. “Immigration services were recently shifted to the new terminal, and we have received some complaints regarding behavior. We have instructed officials to maintain courteous interactions with passengers, and we are committed to improving service standards,” he added.

Airport officials reiterated their commitment to passenger convenience. “Regular meetings are held with all stakeholders to ensure better service. Staff across different departments have been reminded to assist passengers proactively, provide accurate information, and avoid any inconvenience to travelers. The CISF personnel have been doing a commendable job, but at times, airline ground staff lack real-time updates on flight delays, which leads to frustration among passengers. We are working to sensitize all teams further,” an official said.

An airline representative also addressed the concerns, stating, “We strive to offer the best possible service to passengers. However, during flight delays, even ground staff sometimes lack immediate information about revised schedules, leading to anxious passengers. Despite this, our staff is expected to remain polite and professional at all times, and we continue to emphasize the importance of courteous behavior.”

While Pune Airport’s ranking has improved, authorities acknowledge that enhancing passenger experience remains a key priority, with efforts underway to ensure better communication and customer service at all touchpoints.