Ensuring accountability improved passenger services at Dhaka airport: Outgoing ED
Kamrul Islam said, around 90% of passengers’ complaints are resolved through telephone, as service seekers can contact the hotline at present
Accountability-focused initiatives have significantly improved passenger services at Hazrat Shahjalal International Airport (HSIA) and will continue under the new leadership, said the airport's outgoing Executive Director Group Captain Kamrul Islam today (14 May).
"We have tried to ensure accountability during my tenure at the airport. For instance, we monitored luggage handling times using software, which has helped ensure that 85% of luggage is delivered to passengers within the expected timeframe," Kamrul said at a farewell and reception ceremony organised by the Aviation and Tourism Journalists' Forum of Bangladesh (ATJFB).
He also highlighted the airport's efforts in complaint management, noting that around 90% of passenger complaints are now resolved via telephone through the airport's hotline service.
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The event, held at the Civil Aviation Authority headquarters cafeteria, welcomed the incoming Executive Director Group Captain Ragib Samad, who succeeded Kamrul Islam in leading the country's busiest airport.
Despite political unrest, passenger traffic at HSIA rose by around 7% in 2024 compared to the previous year. According to airport data, approximately 1.25 crore passengers – both domestic and international – used the airport in 2024, up from 1.17 crore in 2023.
Industry insiders attribute the growth primarily to the steady movement of migrant workers, which contributed to an 8% increase in international travel through the airport.
Commenting on recent developments, Kamrul Islam said the reduction in jet fuel prices for domestic airlines is expected to positively affect airfares, making air travel more accessible.
"If this growth trend in the aviation sector continues, its contribution to the national GDP could rise to 5-6% within the next five years, compared to the current contribution of less than 1%," he added.
ATJFB President Tanzim Anwar presided over the programme, while General Secretary Baten Biplob moderated the event.
