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India’s first ever Passenger Satisfaction Survey at Chhatrapati Shivaji International Airport

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Survey Conducted By:

CBEC engaged a reputed Management School, L. N. Welingkar Institute of Management, Mumbai (WE School)


To conduct a survey of Passenger Satisfaction levels of customs clearance process at the Airport.

Delegate:  Chairman, CBEC, Shri Najib Shah.

Venue and date: Mumbai Customs House, 21st May 2016

Main Focus:

The scope of the Survey was to assess Passenger Satisfaction levels with the Customs Clearance Process

Focusing on three aspects – Information, Behaviour and Process

 24×7 Surveying:

  • Faculty members and Research Associates of WE School conducted the survey over a week from 20th to 26th May on 24×7 basis
  • The sample size of survey was 731 passengers being the, duly representative of demographics, nationalities, profession

Survey Findings:

  1. Overall Satisfaction level at Mumbai Airport 
  • 69% Experiences Satisfaction level is better
  • 15% rated as Good service and about 16% rated as worse.
  1. Other key findings of the Survey
  • Passengers appreciated the improvements in Customs clearance process over the years.
  • 35% of the respondents mentioned that clearance process has drastical improvement.
  • 37% mentioned that there is marginal improvement.
  1. Three areas where major improvement is expected by passengers
  •  Access and availability of information
  •  Speed of process and
  •  Greater transparency of duty assessment process.
  1. Manner of Payment
  • The manner of payment of assessed duty amount at the designated bank’s counter (SBI)
  • Lack of alternative facility to pay duty by Debit/Credit card/ Cash Card & Foreign exchange rate.

Overall survey in Percentages:

  • 27% were ‘Fully Aware’ of the Indian customs rules and regulations
  • 17% of the passengers were found to be accessing Indian Customs website for information
  • 43% of passengers preferred medium of mobile phone for seeking information
  • 50% of passengers were aware that the Baggage Declaration Forms had been withdrawn
  • 68% welcoming the Positive Initiatives

Features of the Study:

  • To address the information awareness gaps on Web promotion &amp
  • Optimisation, mobile App based information dissemination
  • Increased use of social media
  • Verbal and non – verbal behavioral cues of the Customs Officer impressed by the passengers over 77%.

Passenger Satisfaction levels among customs officers:

  • Managing crucial conversation
  • Tone of communication
  • Gender sensitization
  • Emotional intelligence

About Chatrabathi Sivaji Airport:

  • It is one of the largest and Busiest Airport in terms of international passenger traffic in India after Delhi.
  • According to Airports Council International serving 35th busiest airport in the world by passenger traffic in 2015.


  • It won the 2015 ASQ Best Airport Award in the 25-40 million passengers per annum category by Airports Council International.
  • It has also won the “Best Airport in India and Central Asia” award at the Skytrax 2016 World Airport Awards.