30-05-2025
Airport logs into social media to address plaints
Kolkata: The city airport authorities have put in place a social media monitoring team that tracks complaints lodged by passengers on social media and tries to address the issues at the earliest.
On Monday, a passenger flying out of the airport posted photographs of four littered and dirty corners of the facility. Within a few hours, the airport authorities responded by posting photos of the same areas in the comment section of the post after cleaning the spots.
"Absolutely filthy experience at Kolkata airport. Food littered all over. Stinking, unhygienic toilets. Dirty corners and zero upkeep. This is supposed to be an international airport? Shocking standards," wrote an X user with @WalkingReDfLA while posting four images of the airport showing littered and dirty portions of the security hold area.
Within a few hours, Kolkata airport authorities cleaned those spots and responded to the complaint by uploading new photographs of the same locations in the comment section of the original post.
"Hi. Immediate action was taken based on your feedback and necessary cleaning was carried out. Thank you for bringing this to our attention," the airport authorities wrote.
A similar issue was flagged by another flyer, Vikas Agarwal, on Thursday.
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He posted a photograph of a littered section of the seating area in the SHA. Within two hours, airport authorities posted an image of cleaners at work in the area and another photograph of the same area after it was cleaned.
Officials confirmed that the team actively monitors social media platforms, including X, Facebook, and Instagram, for complaints, feedback, and suggestions from passengers. The team is tasked with escalating urgent matters to operational units for immediate resolution.
"This is part of our ongoing effort to make the airport cleaner, safer, and more passenger-friendly. We are committed to improving not just the physical infrastructure but also how we engage with passengers. Real-time social media monitoring allows us to intervene quickly when problems arise," ," said airport director Pravat Ranjan Beuria.
Passengers and advocacy groups have lauded the airport's action.
"It shows the growing power of social media in pushing institutions towards greater transparency and efficiency. Finally, the authorities have realised social media is not just for updates and announcements, but also an active customer service and feedback tool. We are glad they are taking note of our complaints and are also giving proof of the action taken," said Sutirtha Basu, a frequent flyer.
