Voice of Pax, a survey conducted by Bangalore International Airport Ltd (BIAL) to understand passenger perception and expectation towards air travel amid COVID-19 pandemic, revealed that 90 per cent of passengers considered air travel much safer compared to the other modes.
According to the key findings of the survey, 87 per cent participants also felt airports are safer compared to train and bus terminals. Interestingly, this higher safety perception associated with air travel and airports has been improving through the weeks owing to various safety measures implemented at the airport, including contactless processing and heightened hygiene measures.
“Based on the participants feedback, BIAL has being refining the standard operating procedures (SOPs) to boost confidence of passengers who are uncomfortable about the air travel. There is a high standard of expectation from the passengers in terms of safety, well-being and hygiene to make airports a safe place to travel. Together with Lead Cap, we conducted a survey to understand the customer sentiment and address issues based on their feedback,” a BIAL spokesperson said.
The survey is being held in five phases. During the three concluded phases, more than 3,500 passengers were covered using a systematic random sampling methodology, chosen from a database of over 150,000 previous passengers from across age, profession, group size, frequency of flying and sector of flying.
Nearly 25 per cent of the respondents confirmed their intent to take a flight in the next one month after reopening. Interestingly, another 19 per cent appeared to be undecided about their intent to travel. However, the comfort levels associated with air travel progressively increased to 24 per cent, after the conclusion of the third phase.
Work-related travel was cited as the most important reason for their travel intent at 60 per cent, while personal was the next at 30 per cent.
“We believe that we have made right decision to introduce end-to-end contactless processing and make operational changes to ensure that our passengers have a safe and healthy travel experience,” the spokesperson said.