When Will Passenger Harassment at the Airport Finally End?

Last Thursday (October 1), Jamaat leader Major (retd) Akhtaruzzaman got into an argument with officials at Hazrat Shahjalal International Airport over luggage and trolley shortages and other problems. He was accused of creating disorder, making threats and behaving discourteously towards airport officials. He has since been arrested on allegations of obstructing government duties and creating disorder.

Although Major (retd) Akhtaruzzaman’s conduct cannot be justified, passenger harassment, lost or stolen luggage and complaints about poor treatment and inadequate services at the airport are not new. Passengers have raised these issues for years, but there has been no effective solution. Successive governments have failed to take adequate action.

The level of passenger suffering at the airport appears unusually high. A passenger travelling abroad generally completes all formalities properly, only to face an uncomfortable situation at the airport. They often complain of negligence, lack of cooperation, discourteous behaviour, harassment and various forms of mismanagement.

The behaviour of Major (retd) Akhtaruzzaman was a reaction to the severe mismanagement and harassment at the airport. Had he received smooth and satisfactory service, such an unpleasant incident might not have occurred. His actions have once again drawn attention to the long-standing problems facing passenger services at the airport. He has faced the consequences of his excessive behaviour, but the airport’s poor passenger services cannot be ignored.

There have been numerous reports and articles about the poor quality of passenger services at the airport. Experts have repeatedly offered recommendations on how to improve them. Yet, instead of significant improvement, even the longstanding complaints remain unresolved.

Passengers continue to suffer despite the fact that the airport operates largely with money collected from them through taxes and fees. According to available information, Bangladesh’s civil aviation taxes and air travel-related charges are significantly higher than the regional average in Asia and those of neighbouring countries.

Aviation experts say passengers buying tickets from Dhaka pay much higher taxes and fees than those travelling from destinations such as the Middle East, Singapore, Kuala Lumpur or Bangkok. The difference is particularly clear on return journeys. For example, the tax on a ticket from Dhaka to Kuala Lumpur is around Tk 9,890, while the tax on a Kuala Lumpur-Dhaka ticket is only around Tk 2,000.

A large portion of the cost of an outbound ticket goes towards government taxes, excise duties and various fees charged by the Civil Aviation Authority of Bangladesh (CAAB). These charges are considerably higher than in neighbouring countries, which are also the main destinations for Bangladeshi travellers.

In other words, Bangladeshi air passengers pay high taxes but receive poor-quality services at the airport. Many passengers say the service at Hazrat Shahjalal International Airport has become worse than that at some local bus terminals.

Foreign passengers and tourists also sometimes face harassment at the airport. Such experiences can create negative perceptions of Bangladesh and damage the country’s image internationally. Hundreds of crores of taka are spent every year on airport operations and development, yet passenger services have not improved accordingly.

Work is underway to expand and modernise Hazrat Shahjalal International Airport by constructing a third terminal. The project is expected to cost around Tk 22,231 crore. At the same time, Bangladesh has signed an agreement with US aircraft manufacturer Boeing to purchase 14 aircraft to expand its fleet and international routes. The order includes eight Boeing 787-10s, four Boeing 737-8 MAXs and two Boeing 787-9 Dreamliners, at an estimated cost of around Tk 45,408 crore.

While such major investments are being made to expand the airport and increase the number of aircraft, the passengers who are the driving force behind the aviation sector continue to receive inadequate services. Can passengers travel through the airport comfortably and without harassment? Do they receive proper services despite paying high taxes? Are they free from the mental distress caused by harassment, mistreatment, lost or stolen luggage and hours of waiting? The answer remains no.

When will passengers finally receive better services at the airport? When will the harassment end?

According to experts, while airport expansion, modernisation and aircraft purchases may involve large commercial interests, the relevant ministry and authorities have failed to take adequate steps to improve passenger services.

The Civil Aviation and Tourism Ministry cannot avoid responsibility for this situation. The country’s highest policymakers need to pay urgent attention to the issue. Experts say that, if necessary, the minister should be changed; otherwise, the quality of passenger services must be improved without delay.