What if your long wait at security or late baggage collection could actually cost the airport money? That may soon become reality in India.
The country’s airport regulator AERA has proposed a new system that links passenger experience directly to airport revenues.
The Penalty-and-Reward System
The idea is simple: if airports deliver poor service, their tariffs, the fees they charge airlines and passengers, will be cut. On the other hand, if they keep flyers happy, they’ll earn incentives. This marks a shift from just building flashy terminals to actually focusing on the day-to-day experience of travelers.
What Will Be Measured?
Think of it as a “report card” for airports. Passenger experience will be measured across critical touchpoints:
- Queue times at entry and security
- Speed of baggage delivery
- Cleanliness of washrooms
- Immigration and e-gate clearance times
The data will be collected in multiple ways. Passengers can give feedback through the DigiYatra app or kiosks inside airports. Meanwhile, queue sensors, cameras, and baggage tracking systems will feed hard numbers into the regulator’s system.
The Six-Month Check
Every six months, airports will receive a service score. If they’ve failed to meet benchmarks, penalties will be imposed. If they’ve consistently delivered smooth and efficient services, incentives will follow. The system is designed to make airports more accountable, and to put passengers at the heart of the business model.
Why It Matters to You
For now, the proposal is still on the table. But if it becomes reality, travelers in India could see noticeable improvements, shorter queues, quicker baggage, cleaner facilities, and faster clearances. After all, when poor service starts costing airports real money, the incentive to fix it gets much stronger.
