Customer experience revamping can boost tourism economy

 Friday, November 10, 2017 


baggage collectionMy family came home one evening in the month of July to fine weather, going through moody variations in the United Kingdom.

They experienced hassle free immigration entry but rather slow. Only four were working out of eight counters. The airport experienced large volume of aircraft though.

One would anticipate minimum six counters to be functional to process passenger arrivals rapidly. After flying for over seven hours, one just wants to leave the airport as fast as possible.

More than an hour got wasted in baggage collection. We waited continually as one bag slipped off the belt in ‘drip-drop’ fashion.

In the interim, some passenger was removing bags from the belt and keeping them on the side, not even intimating the passengers about it.

Why should baggage collection take an hour? It’s the equivalent flight time to Dar es Salaam? When we ultimately received ‘all’ our luggage, we somehow forgot one due to tiredness.

We thought we were on our way home, but we forgot the queue about the Customs exit.
There are generally ‘Nothing to Declare’ and ‘Something to Declare’ lanes. The ‘Nothing to Declare’ lane was closed by a temporary barrier manned by one tobacco-smelling man.

He went through almost every passport. I presumed he was actually searching for some paedophile or criminal who was trying to flee away justice in America or Europe, or illegal immigrants. This resulted in a very long queue. It took almost 30 minutes per passenger.

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