The survey was commissioned by the National Academy of Customs, Excise and Narcotics (NACEN), Mumbai and Mumbai Airport Customs. It was executed by a group of 28 professors and students from a management institute attached to a city college and released on May 21.
A recent survey on passenger behaviour and expectations of the customs department at terminal 2 of the Mumbai airport has revealed some interesting findings, which, if worked upon, can help in improving the passenger experience at the Chhatrapati Shivaji International Airport.
The survey was commissioned by the National Academy of Customs, Excise and Narcotics (NACEN), Mumbai and Mumbai Airport Customs. It was executed by a group of 28 professors and students from a management institute attached to a city college and released on May 21.
Some of the important points highlighted by the survey are that only 27% of passengers are aware about the prevailing customs laws because of which a considerable number of passengers get into trouble during the journey. On the other hand, 42 % of passengers claimed that they are partially aware about the law. Another 18% said they know very little and 13% said they have negligible awareness about the custom laws — total of which comes to 73%.
The second most fascinating piece of information is that a large number of them, nearly 60% passengers, gather information about customs laws, regulations and duties only during checks and security clearances at the airport terminal, while shopping overseas, or on being stopped at the airport by authorities concerned.
Further, talking about process, time taken and its acceptability level, passengers during the survey claimed that on an average they are fine giving 20 minutes each to immigration, baggage handling and customs clearance instead of the hours, which is the case at present.
According to airport officials, insiders and regular passengers, though the infrastructure and architecture of the airport has got enhanced with the opening of T2, the perennial problem faced in the clearance process has not changed much.
Officials claimed that the immigration department remains a big headache. Around 10% of those surveyed said they wouldn't like to wait for the immigration process at all, while 50% said they could wait for 14 minutes. Around 27 % said they could wait for 29 minutes, while the remaining 13% said they don't mind a wait of over 30 minutes.
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