Special Correspondent
Daijiworld Media Network - Mangaluru
Mangaluru, Jan 24: The customer service at Mangaluru International Airport was at the receiving end a few years ago, especially after the introduction and strict implementation of the 'export certificate' declaration rule. One may recall, passengers from the Gulf who arrived at Mangaluru airport were uncomfortable about facing the customs officials as they were hardly aware about limits on duty-free items allowed at the airport. Daijiworld.com had carried a series of articles on this issue based on the experieince and concerns of NRIs who travelled once a year or once in two years. 'Harassment' was the common word used by many passengers, and to add to the troubles, many prefered to travel via Mumbai or Bengaluru.
The biggest concern at that time was lack of information from the authority concerned. Every question, the media or an individual was directed by the authority to 'refer to the customs official website for information', which created even more anxiety as majority of the passengers had no access to internet.
Things started to change gradually, perhaps in the last couple of years. Mangaluru International Airport has steadily climbed new heights as far as quality and customer-friendly approach are concerned. Where customs, one of the departments which has seen tremendous makeover, is concerned, the current opinion from passengers across the Gulf proves that Mangaluru airport is one of the smoothest airport to sail through.
During October to December 31, 2017, daijiworld collected opinions from passengers who arrived at the Mangaluru International Airport from across the globe. The opinions suggest the much-improved quality and passenger-friendly attitude of officers at the airport.
"Feel like Homecoming"
A 32-year-old female software engineer working in Abu Dhabi has been visiting Mangaluru every Christmas for the past six years. But for the first time in her experience of six annual visits, she felt she was truly coming home to her own place. The reason, she explains, "Whenever we came down by escalators soon after completing immgration formalities, the customs officials would greet us with a suspicious look. There was no smile on the face, instead there was only rudeness. They would frisk us as if we were smugglers. Even the lady officer would ask rude questions and make us feel uncomfortable. I used to think, what have I done to deserve this kind of treatment? I could breathe normally only after completing customs formalities. Though we never carried any items beyond the stipulated limits, there was always a fear that the officials would ask us unwanted questions and tax us on our daily wear jewellery. But now it is all different and so much better."
Another passenger, a 45-year-old man from Kuwait openly told daijiworld that the reason for customs officials to treat passengers with suspicion could be the number of smuggling cases being reported. "Every day, there were smuggling cases at airport reported on daijiworld.com, and one could see that 95% of the accused were from Kasargod. That could be one of the reasons why every passenger was seen by the customs with suspicion."
Balakrishna Shetty from Muscat, who runs a small business there, is a regular traveller to Mangaluru via direct Air India Express flight. "I have been travelling by the direct flight right from its launch, and I can say things have changed tremendously. We cannot blame officers, because if we are right and innocent, we have nothing to fear or worry. Those people who want to take advantage of the officers have high expectations from them. But I must say, the service of Air India Express and customs officials has both changed tremendously, thanks to the authorities concerned. I am very proud of Mangaluru airport," he said.
Follow the Rules for Hassle-free Passage
When daijiworld contacted one of the customs officials who requested not to be identified, he said, "We do our best and all the officers here at the airport understand the situation of passengers who come from the Gulf. No officer will harras or torture for any reason. Some passegers want hassle-free passage even though they carry dutiable items. In such cases we request them, but unfortunately many a time passengers abuse us, refuse to pay duty, and we cannot be too good to them in such cases. But in 90% of the cases, passengers are law-abiding and enjoy the service of the customs." The officer further added, "We do not differentiate between passengers on basis of region or language. For us all passengers are equal. We should not forget that we are working for the nation, not just for any region."
Daijiworld contacted many passengers, aged between 18 and 70, from various Gulf countries. Almost 80% of the respondents spoke positively on the overall facilities at the airport. The customs service has received a big thumb-up from the respondents.
Sheela D'Souza from Karkala who arrived from Dubai said, "Two years ago when I bought a 32 inch TV, I was asked to wait for nearly an hour to get clearance. It was kind of harassment for me, and I ended up paying Rs 10,000 in cash. But this time, on December 26 when we landed with a 43 inch TV, the formalities were done within 15 minutes and I got tax paid receipt of Rs 6,000. I felt so happy that I could get a good TV for myself, and even contributed in a small way to the government in the form of tax."
Restriction on Usage of Tray Faclities at Customs Entry
But B Santosh Kumar, an NRI entrepeneur from Dubai has raised concerns over the tray facilities provided at the arrival point of Customs. "Officers are forcing passengers to place purse, mobile phone and other belongings in the handbag. This is irritating. I have travelled across the world, and at every airport officials provide a secure tray to keep such items. But here if we ask for tray, officers say 'there might be possibility of misplacing your valuables while scanning or that they might get lifted by others'. This is truly ridiculous. Officials at an international airport should not give such excuses. When we have high-profile security and cameras, why should they give such excuses? It is convenient for passengers to place carry-on items in trays rather than push them into handbags that are already full."
Another customs officer who spoke to daijiworld on the condition of anonymity said, "Mangaluru airport is definitely passenger-friendly but passengers must follow the rules. Sometimes a few passengers expect red carpet and don't like to be questioned even though they carry excess gold, liquor, cigarettes or expensive electronic items. This is not acceptable. We want to specify this - those who cooperate with the officials will never have any problem here."
Though there are several positive opinions from the passengers, customs officials are nevertheless striving for a more professional and passenger-friendly service for every person who obliges by following the rules and regulations.
Man Behind the Transformation
Dr M Subramanyam, IRS commissioner of customs, central excise and service tax, Mangaluru is reportedly the man behind the huge makeover of the airport customs service, though he himself humbly denies it. "I am just doing my duty. I am happy if passengers are satisfied. We will continue to give the best service, and request passengers to cooperate with the authrorites," said the soft-spoken officer who heads three important portfolios of customs, central excise and GST.
First Commissionerate to Get BIS Licence
Perhaps, quite deservingly, Mangaluru Customs Commissionerate became the first in country to get comprehensive BIS licence. The license has been granted to the headquarters office at New Custom House, Panambur and other formations, namely docks office (including passenger terminal and container freight station), old port, Mangaluru, Mangaluru International Airport, air cargo complex, customs division and custom house, Karwar, customs preventive unit, Malpe (including Customs Special Preventive Unit, Kundapur) and customs preventive unit, Kumta (including Customs Special Preventive Unit, Honnavar and Bhatkal).
'Smiles' at Mangaluru Airport
It is not only the customs, but immigration, Air India Express service and the airport authorities overall that have also received a big thumbs-up from international and domestic passengers. For the first time in its history, the airport celebrated Dasara, Christmas and now 'Smile Week'. These programmes will surely keep passengers inspired and strengthen unity in diversity. Airport director V V Rao is taking many initiatives to maintain the high standard of the airport. P V S V Prasad, the immigration chief also has to be applauded for his team's commitment to keeping the immigration facilities running smoothly.
Indeed, Mangaluru International Airport is truly moving towards becoming one of finest airports in the continent.