-: [rti4empowerment] Re: - CSIA Feedback Number: 1197

[Attachment(s) from Jagdeep DESAI included below]

2011 AUG 27

Kind attention

Ms. Anita LEWIS

Deputy Manager

Service Quality

CSIA

Dear Ms. LEWIS,

Greetings.

Referencer the various communications.

Just to inform you that while the approach road to the international terminal appears to have some kind of patch work repairs done, the roads, the approach and down ramps and the departure deck, are totally dark, ie, there is hardly any lighting, in fact very dark.

This is not only a danger during rains for pedestrians and drivers, but a very serious potential security threat.

Besides, buses of CSIA, out sourced buses of Air India, are seen parked on the departure deck, and flyover ramps, either up or down ends on a regular basis, which also has barriers and bollards just strewn any where.

The photos show just three of these parked blocking safe movement of vehicles.

There is no specific p[arking area marked for ther CSIA bus, and in fact the driver has parked it in the free movement, over taking lane.

They also stop anywhere for loading unloading.

Surely, as a responsible public service, the parking, stopping, halting, unloading, loading spaces should be distinctly marked on the road and kerb side, so that vehicles do not obstruct safe movement for pedestrians and vehicles.

Take a look at the scene at the CSIA domestic terminal approach road, 2011 AUG 28, around 11h00.

Pot holes on the highway, totally messed up traffic jam due to mismanagement and ill planned entry exit, flooded entry, construction dumper no brainer driver blocking traffic because of the flood and trying to move into the Sahara Star.

Then we have an MTP Qualis parked on the no parking area just behind an illegally halted private taxi, and other vehicles seen in the photograph.

I asked the MTP driver why he had not asked that private taxi to move, he said he has challaned him.

Does that give him the license to keep waiting in no waiting, no parking area.

This is being repeated at ever point in the approach, entry, exit roads of the airport, on the up and down ramps of the domestic terminal, etc.

Particularly the so called VIP vehicles which bunch up just beyond the domestic departure area, instead of waiting in the arrivals area.

The CISF and MP security cabin was also unoccupied.

Incidentally, the four hour Air India flight from Bangkok, three days ago, was not only late by half an hour, but the passengers got their baggage after two and a half hours, after half an hour immigration.

You may double check this.

Once again, there are many suggestions and ideas, that can be better explained in person to your appropriate officers.

Thank you.

Jagdeep DESAI

Architect

>>>

On Thu, Aug 11, 2011 at 12:23 AM, Jagdeep DESAI <jagdeep.desai1@gmail.com> wrote:

2011 AUG 10

Kind attention
Ms. Anita LEWIS

Deputy Manager

Service Quality
CSIA

Namaskar,

It is said better late than never.

So thank you for taking the matter in a positive manner, and doing the needful.

Though it really would have been better if the same would not need to have had to be brought to your notice from outside, and instead your own internal departments would have done so as a matter of course.

Regarding the flights which arrived earlier than scheduled as per passengers reports on mobile

9W 227 2011 JUL 29

EK 500 2011 JUL 04

AI 102 2011 JUN 25

The flights landed earlier than scheduled, and the luggage was delayed between 45 minutes to 60 minutes, without logical explanation.

In case of 9W 227 above, the belt also wasn't on till long time.

Anyway, there are many more points to convey to yourselves, but that would mean personal interaction with the officers concerned, and on the spot, on mutually convenient dates and time.

Till then, thanqx.

Jagdeep DESAI

Secretary
Founder Trustee

Forum for Improving Quality of Life in Mumbai Suburbs

www.forum4iqolms.org

>>>

On Wed, Aug 10, 2011 at 4:35 PM, Yourcomments <yourcomments@csia.gvk.com> wrote:

Dear Mr. Desai,

Greetings from CSIA!

We thank you for all your efforts in sharing with us your concerns of the MLCP and arrival areas of CSIA. Your valuable feedback has helped us improve our services and facilities.

Attached please find the action taken report by our concerned departments and presentation slides showing before and after pictures for your kind reference.

We wish you pleasant evening ahead and thank you for your patience.

Regards,

Anita Lewis

Deputy Manager – Service Quality

From: Jagdeep DESAI [mailto:jagdeep.desai1@gmail.com]
Sent: Saturday, August 06, 2011 5:12 PM
To: Yourcomments
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Subject: Re: CSIA Feedback Number: 1197

2011 AUG 06

Kind attention

Ms. Amita ACHAREKAR

Executive Service Quality

CSIA

Namaskar,

One week has passed, no response from your office.

Would truly appreciate if you send the photographs of the same places to show how CSIA has improved and rectified the low level of hygiene, cleanliness, lighting, etc., if at all, of the various areas as seen in the photos sent on 2011 JUL 30.

If you wish, the original photos can be sent again for your immediate reference.

Thanqx.

Jagdeep

>>>

On Sat, Jul 30, 2011 at 3:54 PM, Jagdeep DESAI <jagdeep.desai1@gmail.com> wrote:

2011 JUL 30

Kind attention

Ms. Amita ACHAREKAR

Executive Service Quality

CSIA

Namaskar,

Since this involves the image of Mumbai, I am copying this communication to many of my colleagues, friends and others, so that they are also kept upto date with what is the current status of the Mumbai's international airport.

Really regret to say that whatever is being projected as your vision, highlighted in your email below, as the pride of Mumbai, is something quite far from it

http://csia.in/knowyourairport/aboutcsia.aspx

Our Vision for CSIA: To be one of the World's best airports that consistently delights customers and be the pride of Mumbai

As already informed to you, the land side, ie, city side of the CSIA International terminal is quite a sorry story, has deteriorated drastically from the time it was privatised.

It doesn't matter if there are 250 + stores or so many lounges, etc., what matters is the real time on ground experience for the average user and visitor

It is not enough to put up a gl;ass and steel air condition, me, too, stereotypical anywhere building and then relax and state that its state of the art, contemporary, etc.

It needs good management and housekeeping and people friendly actions.

Three examples of this poor management, all the three times and nights, different flights, Air India, Emirates, Jet, all landed early.

Didn't get parking bay for a long time.

The passenger, all known to the undersigned, s didn't get their baggage for over an hour.

Details on request, though I am sure you know that this is the status nowadays.

And when one enters the airport area, with the very poorly managed traffic leading to the arrivals and departures, and lighting in the night, not to mention the World class pot holed road both sides, one photograph is an example, gives a dismal picture of what is in store.

The multi level car parking is so dark and dingy, it is really surprising how people are paying Rs.65 per hour average, because they have no choice, and then only five minutes to pick up, or Rs.60 for the next ten minutes, or Rs.500 or tow away after that, etc.

What kind of timings are these.

Be that as it may, the parking area is not only dark and dingy, but dirty, with strong smell of urine, I don't have any way of forwarding that, and filthy, flooded, leaking, and truly third class.

Is this some railway station like Kurla or Bandra, or an international airport.

So you may blame the people using it having no civic sense, like see how some idiots, to use a polite word, have thrown the wrappers, glasses, etc., after having their fast food, how about maintaining it clean, irrespective of these types of idiots, to use a polite word.

No cleaning staff seen in the parking area since years.

Can one accept such pathetic standards in an international terminal.

The crew pick up area is dark, many of the buses have illegal horns,, etc., CSIA inter terminal, and blow them to call the crew.

The pathway from the multi level parking to the arrivals meeting area is dirty, in the rains it gets flooded, the bathroom is smelly, poorly maintained, etc, the roof of the passageway leaks.

Apart from the fact that tens of unauthorised auto riksha drivers soliciting customers are a nuisance.

And are illegal tea vendors allowed to use baggage trollies for their business, which itself again makes it like Kurla or Bandra stations.

Initially I remember vendors moving with a thermos flask and a few plastic glasses, now they are bold enough to move with a number of them and on CSIA baggage trollies.

The gullible public, who buy liquid refreshments from these types, then dispose the plastic eco un friendly cups anywhere, even on other trollies, as seen in the photo.

The drain cover, which looks like it may be on Mumbai's roads, full of pan, and litter, is actually one of those in the arrivals meeting area.

One fellow just threw an packet corner in the general direction of this drain cover, I told him that there is a waste bin somewhere near the stall, and he strolled away.

Hardly any garbage and litter bins seen, so one would hardly be surprised that people dispose the litter anywhere.

What to say about the illegal horns by the CSIA inter terminal coaches, blowing indiscriminately causing noise pollution, and add to that the other bus company coaches also, which simply create a cacophony and echo in the departures area.

The vehicles continue to halt and park haphazardly in the departures, without regulation in the international and domestic departures and domestic arrivals .

See how Kolkata airport effectively controls this by putting median dividers, forcing drivers to move as sono as they load, unload and not wait just five minutes, as is the case here, particularly the many self styled VIP vehicles and the SUV types.

All the pictures, except Kolkata, were taken between 23h30 on 2011 JUL 29, and 01h30 2011 JUL 30.

Jagdeep DESAI

Architect

Secretary

Founder Trustee

Forum for Improving Quality of Life in Mumbai Suburbs

www.forum4iqolms.org

On Fri, Jul 29, 2011 at 10:32 AM, <Yourcomments@csia.gvk.com> wrote:

click here to give your comments
Dear Mr. Desai,

Greetings from CSIA!

This is with reference to your comments received on the social networking site dated 23/07/2011.

We wish to inform you that have forwarded your feedback on inter terminal shuttle service, cleanliness of washrooms at parking area, cleanliness of airport terminal and about poor lighting at multi level car parking area to our concerned department for improvement of our services for the convenience of our passengers.

We would like to inform you that we have a towing vehicle which makes the announcements if any vehicles are parked at drop/pick-up point for long time.

We wish you a pleasant journey when you next transit through Chhatrapati Shivaji International Airport, Mumbai.

Yours sincerely,

Amita Acharekar
Executive, Service Quality
Mumbai International Airport Pvt. Ltd.
Tel: 91 22 66852351 / 2306 / 2307 (D) / 91 22 26264519 (Office Hours)
Fax: 91 22 66851572 (Office Hours)
Email: yourcomments@csia.gvk.com
Website: www.csia.in

Our Vision for CSIA: To be one of the World's best airports that consistently delights customers and be the pride of Mumbai

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