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Chapter 5

IMPACT OF CIAL ON TOURISTS

This chapter attempts to examine the impact of Cochin International

Airport on the development of tourism in Kerala, using data collected through

sample survey. Such an analysis will help in identifying the tourism potential

in Kerala as well as whether the facilities available at CIAL to the passengers

are sufficient and to make suitable recommendations to improve the quality

of services provided so as to attract more tourists to Kerala.

5.1 To understand the tourism potential in Kerala and to analyse

the economic impact of CIAL on tourism a survey was conducted covering

200 tourists . A structured quest ionnaire was prepared and f if ty domestic

tourists and one hundred and fifty foreign tourists were interviewed. The

survey was carr ied out between August 2006 and November 2006, the

same period during which the tour operators were also surveyed. All the

fifty domestic tourists surveyed were from outside Kerala. The 150 foreign

tourists were categorised as follows.

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Table 5.1: Country Wise Classif icat ion of Tourists

Sl . No. Nationality Number Region Wise Proportionof Tourists Classification to Total

1 United Kingdom 23 Europe 15.3

2 U.S.A 21 North America 14

3 France 18 West Europe 12

4 Australia 14 Oceania 9.3

5 Germany 13 Europe 8.7

6 Italy 10 South Europe 6.7

7 Ireland 8 Europe 5.3

8 Switzerland 7 Europe 4.7

9 Canada 6 North America 4

10 Portugal 4 Europe 2.7

11 Botswana 1 Africa 0.7

12 Singapore 3 South East Asia 2

13 Norway 3 Europe 2

14 Belgium 2 Europe 1.3

15 Sweden 2 Europe 1.3

16 New Zealand 2 Oceania 1.3

17 Croatia 2 Europe 1.3

18 Malaysia 2 Asia 1.3

19 Netherland 2 Europe 1.3

20 Spain 2 Europe 1.3

21 Austria 2 Europe 1.3

22 Korea 1 Korea 0.7

23 Denmark 2 Europe 1.3

Total 150 100

Source: Survey Data

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The analysis of the data revealed that 84.7 percent of tourists

hail from Europe and America, 13.9 percent from Oceania and Asia. Only

1.4 percent of the total visi tors originated from Africa and Korea. From

this , i t can be inferred that the advent of CIAL has served as an entry

point to tourists from almost all continents to Kerala. The inflow of tourists

has in turn brought about a spurt in economic activity apart from generating

foreign exchange, investment in infrastructure development and associated

employment generation.

5.2 Tourism is totally a consumer-oriented industry dependent on

good will and hospitali ty. Therefore, any marketing strategy should cater

to cherishing these values. The marketing strategies for tourism in Kerala

are evaluated on the basis of sex, age, occupation, purpose of t r ips etc .

The following table shows the gender wise classification of tourists.

Table 5.2: Gender Wise Classif icat ion of Tourists

Sex Domestic Proportion Foreign ProportionTourists to Total Tourists to Total

Male 28 56 82 54.7

Female 22 44 68 45.3

Total 50 100 150 100

Source: Survey Data

The above table shows that the number of male tourists exceeded

females in both inbound and outbound passengers.

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Table 5.3: Age Wise Classif icat ion of Tourists

Options Domestic Proportion Foreign ProportionTourists to Total Tourists to Total

15-25 8 16 9 6

25-35 12 24 34 22.7

35-45 13 26 58 38.7

45-55 14 28 30 20

55 and above 3 6 19 12.7

Total 50 100 150 100

Source: Survey Data

Age wise classification reveals a fair representation among all

age groups visiting Kerala through CIAL. Among the inbound tourists majority

of them belong to the age group of below 55 years. Whereas in the case

of foreign tourists majority belong to the age group of 35-45 years. Among

the foreign tourists, the age group of 15-25 represented the least, while in

the case of domestic tourists 55 and above represented the least .

5.3 Tourists passing through CIAL belonged to different backgrounds

and their occupations were varied. The classification of tourists based on

occupation are presented in table 5.4

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Table 5.4: Occupation Wise Classif ication of Tourists

Percentage PercentageOccupation Domestic of Domestic Foreign of Foreign

Tourists Tourists Tourists Tourists

Research Scholars,Retired Employees,Service Group, etc.

22 44 45 30

Business 13 26 44 29.33

Profession 15 30 61 40.7

Total 50 100 150 100

Source: Survey Data

The sharp rise in the air travellers is largely due to the entrance

of low cost air l ines that have made air t ravel more accessible than ever

before to people from different sections of society. Data reveals that majority

of respondents from foreign countries (41%) belong to professional class

where as in the case of domest ic touris ts (44%) belong to other classes

namely retired, bank employees, students, research scholars etc.

5.4 One of the strongest catalysts for the tourism development in

Kerala is the operation of various foreign airlines to Kerala. Good travel

connectivity is the basic need of any growing destination. It is a blessing

for Kerala that, Cochin International Airport operates and handles a good

number of international airlines connecting Kerala to the Western and Eastern

source markets. Table 5.5 shows the number of foreign and domestic tourists

arrivals in Kerala by different airlines through Cochin International Airport.

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Table 5.5: Airl ines used by Tourists

Percentage PercentageName of the Domestic of Domestic Foreign of Foreign

Airline Tourists Tourists Tourists Tourists

Jet Airways 10 20 41 27.3

King Fisher 11 22 24 16

Air Sahara 6 12 21 14

Air Deccan 16 32 32 21.3

Indian Airlines 5 10 16 10.7

Paramount Airways 1 2 5 3.3

Go Air 1 2 2 1.33

Emirates — — 4 2.7

Gulf Air — — 2 1.33

Silk Air — — 2 1.33

Air India — — 1 0.7

Total 50 100 150 100

Source: Survey Data

The above table shows that there has been a phenomenal increase

in ai r t raff ic through Cochin Airport . Major i ty of the respondents both

domestic and foreign tourists used Jet Airways, Air Deccan, King Fisher

and Air Sahara.

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5.5 Luxury air t ravel was made possible for business as wel l as

non-business travellers. Most of the airlines provide three kinds of tickets

to passengers namely Economy, Executive and First class. Executive and

firs t c lass t ickets are given to those persons who were wil l ing to pay

extra for the luxury. Other facilities provided to the travellers are special

check- in-counters, priority baggage handling and clearance, free transport

to and from airport , f ree dr inks etc . The membership is open to those

who pay a nominal fee or is offered free to travellers who have travelled

frequent ly on the carr ier. Even though execut ive and f i rs t c lass provide

posh facilities, they are too expensive for majority. As such, they opt for

economy class.

5.6 All passengers passing through CIAL may not be touris ts in

the real sense. Therefore, a survey was carried out to ascertain their purpose

of travel.

Table 5.6: Purpose Wise Arrival of Tourists

Percentage PercentagePurpose Domestic of Domestic Foreign of Foreign


Business 13 22.03 5 3.33

Pilgrimage 8 13.55 9 6

Medical Treatment 2 3.38 5 3.3

Sight Seeing 30 50.84 118 78.7

Friends and Relatives 6 10.16 13 8.7

Total 59 100 150 100

Source: Survey Data

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The above table requires special explanation. The survey included

50 domestic tourists, but many of them made use of one or more options

that is why the aggregate here is 59. From the analysis it was interesting

to note that majority of respondents, domestic (50.84%) and foreign tourists

(78.7%) visited Kerala chiefly for sight seeing. The next important purpose

for which other respondents visited Kerala is to attend business meeting,

visiting friends and relatives, pilgrimage etc. The purpose wise arrival of

tourists is brought out in figure 5.1

Figure 5.1: Purpose Wise Arrival of Tourists

5.7 Kerala is popular as “God’s Own Country” due to i ts natural

beauty, eco-diversity, balanced climate, colourful festivals, wild sanctuaries,

cul tural her i tage and the r ich Ayurvedic her i tage of Kerala have added

immense scope for growth of tourism in the state. An at tempt was made

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to study regarding the number of visi ts to Kerala by individual tourists .

Data revealed that 46 percent of foreign tourists as well as 60 percent of

domest ic touris ts vis i ted Kerala on one or more occasions. However, in

response to a question on the visit through CIAL 31.3 percent of foreign

tourists and 52 percent of domestic tourists visi ted Cochin Airport twice

or more. This shows that Indian Aviation Industry is experiencing massive

growth as is evident from the sharp rise in the number of air travellers to

Kerala.

5.8 The detail and accuracy of information supplied to visitors in

advance of their stay in a destination is particularly important in tourism

sector. The various agencies through which tourists visit Kerala is presented

in table 5.7.

Table 5.7: Agencies Arranging Trip to Kerala

Percentage PercentageAgencies Domestic of Domestic Foreign of Foreign


Tour Operator 3 6 16 10.7

Travel Agent 20 40 68 45.33

Friends/Relatives 14 28 32 21.33

Holiday Consultant 13 26 34 22.66

Total 50 100 150 100

Source: Survey Data

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From the analysis it was found that majority of trips to Kerala

are arranged by travel agents, 45.33 percent in the case of foreigntourists

and 40 percent in the case of domestic tourists. Followed by holiday consultant,

tour operators, friends and relatives staying in Kerala also arranged trips

to Kerala. This clearly shows that there is a quantitative increase in travel

agents after the coming up of CIAL. The responses of tourists also revealed

that nearly 67.3 percent of foreign touris ts and 82 percent of domest ic

touris ts s tayed less than 10 days in Kerala . Only 26 percent of foreign

tourists and 10 percent of domestic tourists s tayed more than 2-4 weeks

and only 6 percent stayed for one month.

5.9 With the emergence of CIAL new star hotels and other budgeted

hotels developed in and around Cochin. The hotels and restaurants operated

al l over the s ta te cater to the tas tes and needs of tour is ts . Table 5 .8

shows the tourists opinion about hotel accommodation in Kerala.

Table 5.8: Stay of Tourists

Percentage PercentageAccommodation Domestic of Domestic Foreign of Foreign


Five Star Hotels 20 38.46 60 36.1

Home Stays 18 34.61 41 24.7

Budget Hotels 13 25 58 35

Dormitory 1 1.92 7 4.2

Total 52 100 166 100

Source: Survey Data

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Here also it was found that both domestic and foreign tourists

gave more than one opt ion. That is why the aggregate here is 52 in the

case of domestic tourists and 166 in the case of foreign tourists. From

the survey data, one could find that majority of tourists prefered five star

hotels followed by budget hotels and home stays.

5.10 Accessibility to tourist destinations with well-connected roads

and rails is an important factor for the development of tourism. The outcome

of the survey data are given in table 5.9

Table 5.9: Mode of Transport

Percentage PercentageTransport Domestic of Domestic Foreign of Foreign


Air - - 4 2.01

Water 4 7.14 33 16.6

Road 47 83.92 146 73.4

Railways 5 8.92 16 8.04

Total 56 100 199 100

Source: Survey Data

Data shows that the tourists gave more than one option. That

is why the aggregate here is 56 in the case of domestic tourists and 199

in the case of foreign tourists. From the survey data, one could find that

foreign tourists use all four modes of transport . This clearly shows their

accessibility to tourist destinations. 73.4 percent of foreign tourists and

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83.92 percent of domestic tourists covered in the present study have used

road as mode to reach Kerala .

5.11 Aggressive marketing strategies is an important component of

any type of industry, so too is the case with tourism. Promotional campaign

on Kerala has been launched in leading TV channels like BBC, Discovery

channel, CNN and many others. The ensuing table is the outcome of survey

data.

Table 5.10: Source of Information

Percentage PercentageTransport Domestic of Domestic Foreign of Foreign


Media 9 14.28 15 8.42

Tour operators 2 3.17 14 7.9

Internet 17 26.9 93 52.24

Friends/Relatives 32 50.8 54 30.33

Books/Travel Guides 3 4.8 2 1.12

Total 63 100 178 100

Source: Survey Data

Here also it was found that both domestic and foreign tourists

gave more than one option that is why the aggregate here is 63 and 178.

From the analysis, it was found that 52.24 percentage of foreign tourists

got information about Kerala through internet whereas in the case of domestic

tourists friends and relatives staying in Kerala formed an important source

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of information. This was followed by media, tour operators and travel guides

who form another important source of information.

5.12 On the basis of information collected from various sources tourists

visi ted many places. They indulged in activit ies l ike trekking, houseboat

cruise, eco-friendly life etc. The experience of the tourists about the place

of visit is assessed based on their opinion and the details are presented in

table 5.11 and figure 5.2.

Table 5.11: Special Place Visited

Percentage PercentagePlaces Domestic of Domestic Foreign of Foreign


Backwaters 27 33.75 91 32.6

Spiritual Satisfaction 8 10 18 6.4

Beaches 11 13.75 57 20.4

Ayurveda 14 17.5 36 13

Hill station 20 25 74 26.5

Water Falls — — 3 1.1

Total 80 100 279 100

Source: Survey Data

From the survey data, it was concluded that majority of domestic

and foreign tour is ts are of the opinion that backwaters form a unique

attraction of Kerala followed by hill stations, ayurveda and beaches. From

the analysis, it was found that houseboats became the ultimate brand ambassador

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of the s ta te tourism, generat ing huge foreign exchange and employment

generation in the state.

Figure 5.2: Special place Visited

5.13 In the last one-decade Kerala has placed itself strongly as the

leading tourism hotspot among the various states in India. Kerala–The “God’s

Own Country” gives an unforgettable experience and hence i t becomes a

must see destination in a lifetime. On quizzing the tourists of their opinion

on Kerala as a tourists destination, cent percent replied on the affirmative.

More tourists also mean more pressure on infrastructure. The tourists are

required to indicate their level of preference in respect of each variable

by ranking i t as excel lent , good, sat isfactory and poor. The analysis is

based on nine variables. A survey on the facilities available at these tourists

destinations yielded the following results.

Foreign

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5.13.1 Transportation Facilities

One of the important factors, which is needed for the success

of tourism industry is the well-connected transport system. An analysis of

the responses of tourists regarding transportation facilities are outlined in

the following table.

Table 5.12: Transportation Faci l i t ies

Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total

Excellent 6 12 6 4

Good 27 54 48 32

Satisfactory 17 34 72 48

Poor — — 24 16

Total 50 100 150 100

Source Survey Data

Data shows that 36 percent of foreign tourists and 66 percent

of domestic tourists have very good opinion about transportation facilities

in Kerala. While 96 out of 150 are of the view that, more luxury arrangements

are needed in order to at t ract touris ts . While 17 domest ic touris ts are

of the view, that more services are needed in remote areas.

5.13.2 Attitude of Local People

As far as tourists are concerned, the place of visit is new and

they are not familiar with the people and other environmental factors in

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the locali ty. In this si tuation, at t i tude of local people towards tourists is

very important. Response of tourists regarding the attitude of local people

is brought out in table 5.13.

Table 5.13: Att i tude of Local People

Percentage PercentageOption Domestic of Domestic Foreign of Foreign


Excellent 18 36 52 34.7

Good 23 46 79 52.7

Satisfactory 4 8 19 12.7

Poor 5 10 — —

Total 50 100 150 100

Source: Survey Data

The response of tourists revealed that nearly 87.4 percent of

foreign tourists and 82 percent of domestic tourists were sat isf ied with

the at t i tude of local people. While 12.7 percent of foreign touris ts and

18 percent of domestic tourists suggested that, more awareness should be

created among a section of local people regarding the need for improving

their attitude towards tourists for the flourishing of this industry.

5.13.3 Communicat ion Faci l i t ies

Communication facilities are essential for tourists because, tourists

are away from their home and nat ive place. An analysis of responses of

tourists regarding communication facilities is outlined in the following table.

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Table 5.14:Communication Facilities

Percentage PercentageOption Domestic of Domestic Foreign of Foreign


Excellent 5 10 10 6.7

Good 22 44 41 27.3


Poor 9 18 30 20

Total 50 100 150 100

Source: Survey Data

Analysis of responses revealed that 34 percent of foreign tourists

and 54 percent of domestic tourists felt that all modes of communication

such as postal services, telephone, e-mail and the l ike are inevitable for

the development of tourism and are satisfied with their availability. However,

66 percent of foreign tourists and 46 percent of domestic tourists view

that communication facilities are very poor and they suggest that additional

communication facilities should be arranged to suit the needs of tourists.

5.13.4 Behaviour of Hotel Staff

The hotels are pivotal for flourishing tourism. In this, the hospitality

of staff towards tourists plays an important role. An analysis of response

of tourists regarding behaviour of hotel staff is given in table 5.15.

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Table 5.15: Behaviour of Hotel Staf f

Option Domestic Proportion to Foreign Proportion toTourists Total Tourists Total

Excellent 17 34 64 42.7

Good 30 60 78 52


Poor 1 2 4 2.7

Total 50 100 150 100

Source: Survey Data

The data shows that, behaviour of hotel staffs are well appreciated

by majority of the foreign and domestic tourists.

5.13.5 : Public Uti l i ty Services

The rate of success of tourism industry is largely influenced by

the availability of supporting services such as transport, insurance and banking.

The tourists are required to indicate their response regarding public utility

services.

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Table 5.16: Public Uti l i ty Services


Excellent 1 2 3 2

Good 9 18 40 26.7


Poor 4 8 14 9.3

Missing system 22 44 51 34

Total 50 100 150 100

Source: Survey Data

Out of 150 foreign tourists, only 99 tourists responded to the

question. The missing system is 51 to this question. From the analysis, i t

was found that the views of respondents on the magnitude of supporting

services are not encouraging. For the substantial development of the supporting

industries, the government and other agencies should take necessary steps.

5.13.6 Tourist Guide Services

Tourists are coming from different parts of the world, naturally

possessing varied wants and needs. The extent to which they are satisfied

contributes to the development of tourism. The tourists were requested to

indicate their response regarding tourist guide services.

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Table 5 .17: Tourist Guide Services

Option Domestic Proportion Foreign Proportion

Tourists to Total Tourists to Total


Good 14 28 77 51.3


Poor 3 6 6 4

Missing System 22 44 42 28

Total 50 100 150 100

Source: Survey Data

It is evident from the data that 58.6 percent of foreign tourists

and 40 percent of domestic tourists expressed satisfaction over tourist guide

services.

5.13.7 Behaviour of Auto/Taxi Drivers

Another important factor that attracts tourists to Kerala is behaviour

of drivers towards tourists. Table 5.18 indicates tourists response regarding

behaviour of drivers.

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Table 5 .18: Behaviour of Drivers



Excellent 11 22 28 18.7

Good 25 50 96 64


Poor 8 16 10 6.7

Total 50 100 150 100

Source: Survey Data

From the analysis , i t was found that 82.7 percent of foreign

tourists and 72 percent of domestic tourists covered in the present study

viewed that they were happy with the behaviour of drivers towards tourists.

5.13.8 Cleanl iness

Cleanliness and hygiene are prerequisite for a healthy tourism

and provide the right ambience for tourists. The tourists were required to

indicate their response regarding hygiene in Kerala.

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Table 5.19: Cleanliness


Excellent 8 16 18 12

Good 30 60 41 27.3


Poor 1 2 34 22.7

Total 50 100 150 100

Source: Survey Data

From the analysis i t was found that major i ty of respondents

have good opinion about cleanl iness in Kerala . While 61 percent of the

foreign tourists and 24 percent of the domestic tourists are of the view,

that more cleanliness is needed in public places.

5.13.9 Quality of Food

Tourists give prime consideration to the places where they live,

while enjoying the benefi ts of tourism. Not only should the hotels be of

good standard but also the service provided to be top class. Infact most

hotels give a lot of importance to the quali ty of food service. This they

feel is the ideal method to attract more tourists. The tourists were asked

to record their opinion regarding these aspects and their responses are

condensed in the following table.

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Table 5.20: Quality of Food



Good 23 46 69 46


Poor 1 2 6 4

Total 50 100 150 100

Source: Survey Data

From the survey data i t was found that 76 percent of foreign

tourists and 68 percent of domestic tourists viewed that food supplied in

the hotels are very good. 24 percent of foreign touris ts and 32 percent

of domestic tourists expressed mere satisfaction for the food supplied.

5.14 The arrival of tourists both domestic and foreign is an economic

asset for the state of Kerala. It is necessary that this asset is strengthened

and accumulated further. For this purpose, it is essential that efforts must

be initiated to alleviate the numerous problems, which tourists face in this

s ta te . In an at tempt to understand the problems faced by touris ts , four

variables were considered. These variables are hospitality factors, cost of

transportat ion, level of corruption and sanitary condit ions. The tourists

were required to indicate their level of preference in respect of each variable

by ranking them as excel lent , good, sat isfactory or poor. The responses

were recorded and their analysis yielded the following results.

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5.14.1 Hospital i ty Factor

The attitude of the host community is a major determining factor

in the growth of tourism industry. The response of tourists regarding the

attitude of host community is outlined in the following table.

Table 5.21: Hospital i ty Factor




Good 41 82 123 82


Poor 2 4 3 2

Total 50 100 150 100

Source: Survey Data

From the analysis , i t i s found that major i ty of the domest ic

and foreign tourists have very good opinion about hospitality.

5.14.2: Cost of Transportat ion

Affordable transportation is a boost to tourism. An analysis of

the cost of transportation on tourists was carried out.

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Table 5.22: Cost of Transportation


Excellent — — 4 2.7

Good 28 56 123 82


Poor 17 34 9 6

Total 50 100 150 100

Source: Survey Data

The above data suggested that 82 percent of the foreign tourists

and 56 percent of the domestic tourists have stated good opinion regarding

the cost of transportation to be reasonable. While 44 percent of the domestic

touris ts s ta ted that the ra tes charged by taxis are exorbi tant too much

high. The views of the respondents varied and were mainly based on the

economic background.

5.14.3 Level of Corruption

One of the important difficulties faced by tourists in this part

of the world is the corruption prevailing among officials as well as administrators

who are expected by law to provide them with services . An analysis of

responses of tourists regarding corruption and their proportion to total is

given in table 5.23.

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Table 5.23:Attitude towards Corruption



Good 35 70 130 86.7


Poor 1 2 — —

Missing system 8 16 14 9.3

Total 50 100 150 100

Source: Survey Data

From the analysis, it is revealed that only 42 domestic tourists

and 136 foreign tourists of the respondents replied to this question. Therefore,

eight missing system in the domestic side and 14 missing system in foreign

touris ts s ide is seen in this analysis . From the analysis , i t is found that

majori ty of the foreign and domestic tourists revealed that compared to

other states there is less corruption in Kerala.

5.14.4 Hygienic Condit ions

Tourism is the totality of the relationship and phenomenon arising

from the travel and stay of strangers. Tourists want the places to look as

exot ic as the post cards and brochures they have seen. The touris ts are

required to indicate their response regarding hygienic conditions in Kerala.

The table given below is the outcome of survey data.

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Table 5.24: Hygienic Conditions




Good 30 60 79 52.7


Poor 1 2 44 29.3

Total 50 100 150 100

Source: Survey Data

The above data suggested that 76 percent of the domestic tourists

and 53.4 percent of the foreign tourists revealed that compared to other

states sanitary conditions in Kerala is generally clean and hygienic. While

24 percent of the domestic tourists and 46.6 percent of the foreign tourists

states that, the sanitary facilities at the public places were rather inadequate.

5.15 Language is a means of communicat ion and to survive in an

al ien place where the language is dif ferent is asking for t rouble . So a

survey was conducted to reveal the problems associated with language.

187

Table 5.25: Problem Connected with Language



Yes 26 52 52 34.7

N o 24 48 98 65.3

Total 50 100 150 100

Source: Survey Data

From the analysis , i t was found that majori ty of the touris ts

did not face problems connected with language. However, 52 percent of

the domestic tourists viewed that in Kerala the knowledge of Hindi among

the people is wanting .

5.16 The choice of a i rport e i ther for arr ival or for depar ture are

also determined by passenger ’s conveniences, amenities, flight connectivity

and associated facil i t ies. Therefore, a survey was conducted to know the

reason why Cochin Airport was a preferred destination. From the analysis,

it was found that majority of the tourists selected this airport mainly based

on location followed by airline facilities. The respondents opined to their

choice of CIAL compared to other airports owing to more connectivity of

flights from Cochin as well as competitive fare structure.

5.17 An airport serves as the f irst direct experience that a tourist

gets of the country and that can leave a lasting impact on his mind. Therefore,

i t is necessary that the facil i t ies in the airport , which directly affect the

tourists , are upgraded to international s tandards. Cochin Airport has got

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the at tent ion of tour is ts in this regard to a great extent . The passenger

were quizzed on these facts . Seven var iables were considered and the

tourists were required to indicate their level of preference with respect to

each variable by ranking i t as excellent , good, sat isfactory or poor. The

responses were recorded and analysed as follows.

5.17.1 Passenger Amenit ies

Cochin Airport is a role model of how privatisation can usher

in excellent infrastructure and professionalism in civil aviation sector. Two

separate spacious fully air-conditioned 13,500 square metre domestic terminal

and 10,000 square metre international terminal buildings reflecting Kerala

architecture and decor with all modern passenger amenities comparable to

world-class s tandards are present . The passenger terminals are provided

with most modern amenities like Escalators, Aerobridge, VIP rooms, Commercial

important persons(CIP) rooms, Executive lounge, Passenger Guidance System,

Cal l Centres , Touris t Faci l i ta t ion Counters , Computer ised Pre-Paid Taxi

Counter, Touch Screen Information Kiosks, Common Departure Control System,

Baggage Reconciliation System, Boarding Control System which are automated,

Post Office, Medical Centres, three Forex Centres, Prayer Room, Vending

Machine, Bank Counters, Telecom Centres, Guest Room as well as Viewers

Gallery in the airport are all of international quality. The spacious shopping

mall in the domestic terminal offers exclusive shopping facilities for handicrafts,

books, gifts, pearls, spices etc, that meet the travellers shopping needs. A

huge car park has been built to accommodate 1000 private cars in addition

to taxi space, bus parking etc, with smooth traffic flow patterns and amenities

like canteen, public convenience and utility shops etc to serve the travelling

public.

189

Figure 5.3: Baggage Reconci l iat ion System

Source: www.cochin-airport.com

In this context, tourists were required to indicate their response

regarding the amenities in Cochin Airport.

Table 5.26: Passenger Amenit ies



Good 24 48 88 58.7


Total 50 100 150 100

Source: Survey Data

190

From the analysis, it was found that majority have good opinion

about passenger amenit ies in the a i rport , whi le 31.3 percent of foreign

touris ts and 26 percent of the domest ic tour is ts were of the view that

more restaurants are needed within the terminals.

5.17.2 Sanitat ion and Cleanl iness

The unique achievement of CIAL is i ts record of maintaining

the highest standard of cleanliness, sanitation and hygiene than ever seen

in any other Indian airports for the last nine years. The airport provides

24 hours house keeping/conservancy services in the terminals to maintain

high standards of hygiene. The sewage from the terminals are pumped to a

distant location in to a full-fledged aerobic sewage treatment plant owned

and operated by the airport company itself. This is clearly shown in table

5.27 and figure 5.4.

Table 5.27: Sanitation and Cleanliness


Excellent 14 28 70 46.7

Good 28 56 55 36.7


Total 50 100 150 100

Source: Survey Data

191

From the analysis, it was found that majority have very good opinion

about hygiene in Cochin Airport. 16.7 percent of the foreign tourists and

16 percent of the domestic tourists were of the view that, more sanitation

facilities are needed in toilets during peak time.

Figure 5.5: Inner area of International Terminal – a testimony of cleanliness

Source: CIAL

5.17.3 Staff Behaviour

Key people who managed the airport development came from

the State Government Services and the Airport Authori ty of India . The

first Managing Director was an IAS with prior experience in district administration

and management of state enterprise. All the technical personnel like Immigration,

Customs and Security came from Airport Authority of India on deputation.

Staff for critical administrative functions like Personnel and Administration,

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Land Acquis i t ion, Finance, Company Secretary etc . came on deputat ion

from the State Government. Every passenger travelling through CIAL is a

valued guest of the company and the s taff takes special care to convey

this message. Tourists are required to indicate their response regarding the

behaviour of terminal staff in Cochin Airport.

Table 5.28: Staf f Behaviour


Excellent 9 18 20 13.33

Good 36 72 129 86


Total 50 100 150 100

Source: Survey Data


about the terminal staff in Cochin Airport.

5.17.4 Duty Free Shops

In its endeavour to provide the best amenities to the passengers,

CIAL has opened three duty free shops at the international terminal. The

spacious shopping mall in the domestic terminal offers exclusive shopping

faci l i ty for souvenirs , handicraf ts , books, gif ts , pear ls e tc . and the las t

minute shopping for people who have got their f inal cal l . Response of

tourists regarding shopping in the airport is given in table 5.29.

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Table 5.29: Duty Free Shopping



Excellent 2 4 3 2

Good 30 60 19 12.7


Missing system 14 28 102 68

Total 50 100 150 100

Source: Survey Data

From the analysis , i t was concluded that 64 percent of the

domestic tourists and 14.7 percent of foreign tourists have good opinion

about duty free shops in Cochin Airport , while other respondents are of

the view that more food shops or snacks, shops are needed in duty free

shops.

5.17.5 Securi ty

Securi ty arrangements of the CIAL l ike any other a i rport is

under the control of Central Industrial Security Force (CISF) and Armed

Force under the Government of India s ince 26 th May 2000. The Access

Control Systems as well as Anti-Hijacking functions of the airport security

wing are executed with high degree of professional ski l l and expert ise .

Tourists are required to indicate their response regarding security in Cochin.

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Table 5.30: Security




Good 27 54 103 68.7


Total 50 100 150 100

Source: Survey Data

From the analysis i t was found that majority of tourists have

good opinion about aviation security in Cochin. Eight percent of the foreign

touris ts and 28 percent of the domest ic tour is ts were of the view that ,

additional handling staff are required at security check.

Figure 5.5 : Security Hold Area

Source: CIAL

195

5.17.6 Immigration and Customs

Cochin Airport is perhaps the only airport in the country where

personnel from State Police handle immigration clearance. All other departments

l ike Customs and CISF funct ioning in the airport are direct ly under the

Central Government. For easier and faster facilitation of passengers, CIAL

has provided eight counters and ten counters for immigration and customs

respectively for departure as well as arrival side. Opinion of tourists regarding

immigration and customs is outlined in the following table.

Table 5.31: Immigration



Good 1 2 5 3.3


Missing System 45 90 74 49.3

Total 50 100 150 100

Source: Survey Data

From the analysis, it was found that 47.3 percent of the foreign

tourists and eight percent of the domestic tourists experienced a harrowing

time for getting their travel documents cleared.

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Figure 5.6 Immigration Counter

Source: CIAL

Table 5.32: Customs



Good 5 10 63 42


Missing system 44 88 85 56.7

Total 50 100 150 100

Source: Survey Data

Out of 200 tourists only 65 foreign tourists and six domestic

touris ts responded to this quest ion. Those who responded have a very

good opinion about the attitude of customs staff towards tourists.

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5.17.7 Check in Faci l i t ies

Another important facil i ty provided in CIAL is the check in

facil i t ies. In CIAL there are 12 check in counters managed by Air India

Charter staff. The working and procedure of check in facilities are outlined

as follows. In CIAL all the registered bags except the handbags are to be

x-rayed, checked, stamped and secured with tape.This ensures the bag has

been x-rayed.. Only x-rayed bags are accepted. Each check in counter has

a weighing scale. Each person shows the t icket and the passport at the

counter. Each registered baggage is tagged and a copy of the tag number

is given to the person. After that, a boarding card is issued to the passenger.

Boarding card implies a complete content of the name of the passenger,

name of the flight, flight number, boarding number, seat number and destination.

Passenger can carry the handbags, the weight of which is decided by the

airlines. Tags are given by the respective airline for hand baggages carried.

Security person checks the boarding card, al lows the person to go in for

immigration check. Passenger has to fill out a form, submit passport, copy

of visa and boarding card to the sub inspector on duty.

Passport is stamped, boarding card is stamped and form is kept

at the counter. Passenger gets his passport , boarding card and visa back.

The passenger now proceeds for the customs check. I f the passenger is

domestic, he does not need any immigration check. Passenger only has to

fi l l in a form for customs check. If passenger is carrying more gold and

cash, he has to declare it at the customs counter. After that security check,

handbags are x-rayed, passenger is frisked, and boarding cards are stamped.

In handbags oi ls , creams, perfumes, chi l ly powder etc . are not a l lowed.

Mobiles are also x-rayed. Then bags are also stamped. After complet ing

all the formalities, passengers wait inside security hold. Boarding is announced.

Passenger hands over a piece of boarding card to duty person and enters

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into aircraft . The duty person counts the baggages of the boarding cards,

tallies the passenger count with check in counter. If it tallies, aircraft door

is closed. Tourists are required to indicate their response regarding check

in facilities. The following table is the outcome of survey data.

Table 5.33: Check in Faci l i t ies



Excellent 33 66 56 37.3

Good 10 20 90 60


Total 50 100 150 100

Source: Survey Data


about check in facilities in Cochin. While, 2.7 percent of the foreign tourists

and 14 percent of the domest ic touris ts are of the view that increase in

check in counters can really help to avoid long queue at peak time traffic.

In spite of the shortcomings, it is important to gather an over all impression

of tourists visiting Kerala, for the betterment of industry.

CIAL being centrally located in the industrial capital of Kerala

will prove to be the perfect solution for the travelling public and tourists

to reach various tourist destinations. As increasing pressures on population

and ecology raises the importance of sectors like tourism, CIAL is ideally

poised to reap the benefits and in its wake facilitate the optimal utilisation

of the entire regions resources.

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