Concerns are growing among airlines and passengers over Biman Bangladesh Airlines' ground handling services, with experts questioning its ability to manage operations at the new third terminal of Hazrat Shahjalal International Airport.
Biman Bangladesh Airlines claims to be offering international standard ground handling services, not only for its own flights but also for approximately 35 other domestic and international airlines.
But, experts have raised doubts about its ability to handle operations at the new third terminal.
What is Ground Handling?
Ground handling refers to a range of services provided to aircraft and passengers at airports, including the issuing of boarding passes, baggage handling, cargo loading and unloading and general aircraft servicing.
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Since 1972, Biman Bangladesh Airlines has been the sole provider of ground handling services at all airports in the country. In addition to its own flights, Biman provides ground handling services to a variety of foreign and local carriers.
Biman to Take Over Third Terminal Ground Handling
Biman Bangladesh Airlines was recently informed that it would be responsible for managing ground handling services at the third terminal of Hazrat Shahjalal International Airport for the next two years.
This decision was communicated through a letter issued by the Public-Private Partnership (PPP) Authority under the Office of the Chief Adviser.
According to the letter, Biman will handle ground services at the third terminal for the next two years. If Biman fails to meet expectations within this period, the airline may have to share the responsibility with a renowned international company.
Complaints from Foreign Airlines
Foreign airlines have raised several complaints about Biman’s ground handling services. It is the responsibility of ground handlers to provide adequate staffing for check-in counters, baggage services, cargo handling, and other related tasks at the airport.
But, Biman faces difficulties providing enough staff due to a shortage of workers.
As a result, several foreign airlines have been forced to hire their own ground handling staff at additional cost. For example, Air Arabia has recruited over 30 staff members at the airport, while Indigo and Singapore Airlines have hired 25 and 60 personnel, respectively.
In recent hearings by the Civil Aviation Authority of Bangladesh (CAAB), several foreign airlines have accused Biman of failing to deliver timely ground handling services despite collecting charges.
Delays in baggage delivery have resulted in flight delays, while passengers have expressed frustration with delayed baggage handling, tarnishing the reputation of various airlines.
Passenger Complaints
There are frequent reports from passengers regarding poor treatment, delayed baggage and incidents of theft at the hands of ground handling staff.
One such case this year involved a passenger flying to Chennai, whose bag was found to be missing €6,800 (approximately Tk 910,000).
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Biman authorities arrested five people in connection with the theft.
A passenger from Saudi Arabia also voiced concerns, stating that receiving baggage at Dhaka airport often feels like "finding a golden deer."
He expressed concerns about the possibility of items being stolen or damaged in transit. While his baggage was intact on this occasion, it still took a long time to be returned.
Expert Opinions
Aviation expert Wing Commander ATM Nazrul Islam also expressed concerns about Biman’s ability to handle ground services at the new terminal. While he acknowledged that Biman may have the necessary equipment, he pointed out that the airline lacks sufficient manpower.
Nazrul Islam said that Biman is already struggling to manage the operations of Terminals 1 and 2, and questioned whether it could manage an entire terminal alone.
He stressed that while the airline may be capable of meeting the technical requirements for ground handling, the public perception of Biman's service quality remains poor.
As Biman takes over the third terminal, experts are keenly watching to see how it handles the challenges and whether it can meet international standards.
Fellow expert Kazi Wahidul Alam said that in most airports around the world, ground handling is not the responsibility of a single organisation.
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In Bangladesh, Biman monopolises ground handling across all airports. He also expressed doubts about whether Biman could properly manage ground services at the new terminal.
Mofizur Rahman, Secretary General of the Aviation Operators Association of Bangladesh and Managing Director of Novoair, suggested that the monopoly on ground handling should be broken.
He advocated for opening up ground handling services to multiple companies via a competitive tendering process, which could ultimately benefit both the country and the industry.
Government Response
In response to these concerns, Hassan Arif, an advisor to the Ministry of Civil Aviation and Tourism, stated that Biman is in the process of acquiring new equipment to improve its ground handling capabilities.
He reassured that Biman’s performance would be closely monitored during the two-year trial period. If the airline’s performance falls short, alternative arrangements will be made.
Arif also emphasised the importance of ensuring that ground handling services meet international standards. Adequate training for staff and the resolution of manpower shortages would be priorities in the coming months.
Regarding the timeline for the third terminal's opening, Arif stated that construction is in the final stages, and the terminal is expected to be operational within a year.
In a similar vein, Air Vice Marshal Mohammad Manjur Kabir Bhuiyan, Chairman of the Civil Aviation Authority of Bangladesh (CAAB), assured that efforts are underway to ensure that the new terminal’s services meet modern standards.
He also stressed that international quality in ground handling would be prioritised, ensuring that complaints from airlines and passengers are kept to a minimum.
As Biman takes on the responsibility of managing ground handling services at the third terminal, all eyes will be on the airline’s ability to address existing shortcomings and deliver on its promises of international standard services.