Sakhawat Hossain is a frequent traveler between Dhaka and Cox’s Bazar. Two months ago, he checked the Biman Bangladesh Airline’s website to book a ticket online from Cox’s Bazar to Dhaka, but to no avail. The website said the online ticket booking system was temporarily closed and would be back soon.
Last week, when Sakhawat checked the website again, the notice for online tickets was the same as it was two months ago.
“When more and more companies are going online, given the Covid-19 situation, Biman is heading in the opposite direction as it has suspended the online ticket booking system and has not resolved the problem yet. It is not just a hassle, but also time consuming and an example of unprofessional behavior,” said a frustrated Sakhawat.
Sakhawat is not alone in facing this problem. Like him, hundreds of thousands of passengers who prefer travelling by Bangladesh’s national flag carrier are suffering because of the lack of an online booking system for four months now.
Although people can buy Biman tickets from other booking websites, its own website has not been relaunched.
Biman Bangladesh Airlines' online ticket sales were suspended after its online sales partner Travelshop Ltd, who were hired in 2019, suspended the service on August 10, alleging nonpayment of dues.
Regarding the suspension, Biman claims the service providing firm failed to fully implement expected features on the online booking system.
On the other hand, Travelshop Limited alleged it was forced to suspend the service because Biman had not paid Tk37 lakh in server fees.
Following the incident, Biman announced that passengers would have to book or purchase tickets through Biman's authorized travel agencies or from its sales centre at Biman's head office in Balaka. As per the process, passengers may also purchase, change, or ask for the refund of a ticket over phone and the details would be sent to passengers' registered mobile numbers.
During the suspension, Biman promised to introduce a modern, secure and easier to use online ticket booking system soon, but passengers remain in the dark over how long it may take.
Because of the Covid-19 pandemic, most companies had to rethink their strategies. While many local companies incorporated automation and moved online to deal with the disruption Covid-19 has brought, many have been irked by the national flag carrier moving in the opposite direction.
Mohammad Iqbal Mahmood, president of Bangladesh Outbound Tour Operators Association, said a state-owned airline having no online ticketing presence is a matter of shame and negligence.
“Biman is unique in a way that it is the only state-owned airline in the world having no option to book tickets online. There are a few corrupt officials in Biman behind this situation,” he said.
Not only are passengers suffering from a suspension of the service, Biman is also having to pay commissions to third parties to use their booking platforms.
Tender for service not floated yet
Four and a half months after the suspension of the service and promises of introducing a more modern online ticket booking system, Biman officials said they were still working on the matter.
“We are working to float a tender for the service. The process is underway. We will make an announcement once the agreement is signed with a new company,” said Tahera Khondoker, deputy general manager (Public Relations) of Biman Bangladesh Airlines.