Hazrat Shahjalal International Airport, the country's busiest and largest gateway, has undergone significant changes to enhance passenger service, making it more flexible and hassle-free.
The airport authority has committed to a "passenger first" approach, ensuring respect and efficient service in collaboration with key stakeholders, including AVSEC, APBn, Customs, domestic and international airlines, and other agencies currently working at the airport.
Mohammed Nasir, a UAE-bound passenger, expressed his satisfaction, saying: "The service has improved a lot. From check-in to security clearance, the process is now much smoother. I no longer feel the stress I used to before my flights."
Sarah Ahmed, a Europe-bound traveler, said: "I was pleasantly surprised by the speed and efficiency at immigration. Baggage collection was also much faster than before. It's good to see the airport prioritizing passengers' needs."
Mark Stevenson, a foreign traveler transiting through Dhaka, shared his experience, saying: "I've traveled through many international airports, and I must say the improvements at HSIA are noticeable. The signage is clearer, the staff is more helpful, and the waiting areas are comfortable."
Airport Director Kamrul Islam said: "With a capacity of 8 million passengers, we have processed more than 12 million respected passengers at HSIA in 2024. We believe coordinated efforts of CAAB, HSIA authorities, support from MoCAT, and all the valued government and non-government stakeholders are working seamlessly for the betterment."
Biman Bangladesh Airlines, US-Bangla Airlines, Novoair, Air Astra, Turkish Airlines, Saudia Airlines, and Singapore Airlines have all expressed their appreciation for the improved services at HSIA, noting that better coordination and passenger facilitation have led to a smoother travel experience.
Representatives from these airlines emphasized the importance of continued collaboration between stakeholders to maintain and further enhance service quality.
Current scenario at Dhaka Airport
Hazrat Shahjalal International Airport operates approximately 55,000 international flights and 45,000 domestic flights annually, serving over 10.2 million international travelers and 2.3 million domestic passengers each year.
With demand expected to rise in 2025, the airport authority, under the leadership of the chairman of CAAB and in coordination with over 40 airlines and various governmental and private organizations, continues to enhance passenger experience.
An Expatriate Lounge has been launched under the guidance of the Ministry of Expatriates' Welfare, supported by IOM and managed by CAAB, providing a comfortable waiting area with affordable food options.
A dedicated waiting area on the second floor of the multi-story car park has also been set up for expatriate passengers.
Help desks have been introduced at both arrival and departure areas, staffed by 54 employees operating 24/7 to provide free assistance.
Hajj flight operations in 2022, 2023, and 2024 have been conducted efficiently with dedicated boarding bridges and seamless coordination between Saudi Immigration, AVSEC, Health, Immigration, Customs, Biman Bangladesh Airlines, Saudia Airlines, and other agencies.
To address passenger concerns about luggage delays, the airport now ensures luggage delivery within one hour, with 88% of bags being delivered in 15 to 55 minutes.
A new website and web portal provides easy access to assistance, including a 24/7 hotline, while the HSIA mobile app offers navigation support.
A training program titled "Passenger Service and Facilitation in Civil Aviation" has been introduced, with 754 members across 28 batches completing the course to improve service quality.
Cleanliness is maintained by 450 staff working in three shifts.
The airport authority has also contributed to expatriate training by adding a module to the BMET training program covering baggage rules, packing guidelines, and other travel essentials.
A second Green Channel was opened in January 2023 to speed up customs services, along with an additional machine at Green Channel No 1.
Ten free telephone booths have been installed at the baggage belt area, Green Channel, and concourse hall for passengers to contact family or drivers easily.
Free Wi-Fi is now available for arriving passengers via OTP authentication in line with local regulations.
Hotline numbers for airlines are displayed at baggage claim and help desks for better communication.
To further improve passenger convenience, the airport has introduced 3,600 new trolleys with clear signage, enhanced seating arrangements at the domestic terminal, and added a designated prayer area and elevator for the first time.
Directional signage has been installed throughout the terminal, canopy, and parking areas.
A significant 99.8% success rate in luggage delivery has been achieved by reducing seating capacity on arrival flights of certain airlines and improving coordination.
Mosquito control measures include collaboration with the CDC for larval surveys, regular cleaning of water bodies, and daily larvicide spraying.
For expatriate passengers paying gold duties, payment locations have been streamlined to a single point.
HSIA is the first in South Asia to introduce 26 automated e-gates, expediting immigration procedures.
A bird strike prevention survey led by professors from agricultural universities is underway to study bird species and habitats, implementing necessary measures to reduce incidents.
A shuttle bus service was launched in 2024, connecting the airport to nearby bus stops and railway stations in collaboration with BRTC.
The construction of Terminal 3, which includes 26 additional boarding bridges and world-class facilities, is expected to significantly enhance passenger experience, accommodating over 22 million passengers in the coming years.
Caab authority said: "Hazrat Shahjalal International Airport remains committed to providing international-standard services, with gratitude extended to the media for its role in delivering accurate and constructive information that contributes to the growth of the aviation and tourism sectors."
CAAB Chairman Air Vice Marshal Md Manjur Kabir Bhuiyan said: "The passenger service has increased due to the efforts of all stakeholders and good supervision. Despite that, everyone is having to take extra pressure to provide passenger service to more people. This problem will be reduced to a large extent if the third terminal is opened. The third terminal will be opened by the end of this year."
