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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.
161
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
162
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.
163
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
164
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.
165
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.
166
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
Tourists Tourists Tourists Tourists
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
167
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
168
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
Tourists Tourists Tourists Tourists
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
169
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
Tourists Tourists Tourists Tourists
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
170
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
Tourists Tourists Tourists Tourists
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
171
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
Tourists Tourists Tourists Tourists
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
172
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
Tourists Tourists Tourists Tourists
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
173
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
174
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
175
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
Tourists Tourists Tourists Tourists
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.
176
Table 5.14:Communication Facilities
Percentage PercentageOption Domestic of Domestic Foreign of Foreign
Tourists Tourists Tourists Tourists
Excellent 5 10 10 6.7
Good 22 44 41 27.3
Satisfactory 14 28 69 46
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.
177
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
Satisfactory 2 4 4 2.7
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.
178
Table 5.16: Public Uti l i ty Services
Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total
Excellent 1 2 3 2
Good 9 18 40 26.7
Satisfactory 14 28 42 28
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.
179
Table 5 .17: Tourist Guide Services
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Excellent 6 12 11 7.3
Good 14 28 77 51.3
Satisfactory 5 10 14 9.3
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.
180
Table 5 .18: Behaviour of Drivers
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Excellent 11 22 28 18.7
Good 25 50 96 64
Satisfactory 6 12 16 10.7
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.
181
Table 5.19: Cleanliness
Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total
Excellent 8 16 18 12
Good 30 60 41 27.3
Satisfactory 11 22 57 38
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.
182
Table 5.20: Quality of Food
Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total
Excellent 11 22 45 30
Good 23 46 69 46
Satisfactory 15 30 30 20
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.
183
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
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Excellent 6 12 19 12.6
Good 41 82 123 82
Satisfactory 1 2 5 3.3
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.
184
Table 5.22: Cost of Transportation
Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total
Excellent — — 4 2.7
Good 28 56 123 82
Satisfactory 5 10 14 9.3
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.
185
Table 5.23:Attitude towards Corruption
Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total
Excellent 1 2 1 0.66
Good 35 70 130 86.7
Satisfactory 5 10 5 3.3
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.
186
Table 5.24: Hygienic Conditions
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Excellent 8 16 1 0.7
Good 30 60 79 52.7
Satisfactory 11 22 26 17.3
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
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
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
188
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
Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total
Excellent 13 26 15 10
Good 24 48 88 58.7
Satisfactory 13 26 47 31.3
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
Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total
Excellent 14 28 70 46.7
Good 28 56 55 36.7
Satisfactory 8 16 25 16.7
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
Option Domestic Proportion Foreign ProportionTourists to Total Tourists to Total
Excellent 9 18 20 13.33
Good 36 72 129 86
Satisfactory 5 10 1 0.66
Total 50 100 150 100
Source: Survey Data
From the analysis, it was found that majority have good opinion
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
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Excellent 2 4 3 2
Good 30 60 19 12.7
Satisfactory 4 8 26 17.3
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
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Excellent 9 18 35 23.3
Good 27 54 103 68.7
Satisfactory 14 28 12 8
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
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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
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Good 1 2 5 3.3
Satisfactory 4 8 71 47.3
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
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Good 5 10 63 42
Satisfactory 1 2 2 1.3
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
Option Domestic Proportion Foreign Proportion
Tourists to Total Tourists to Total
Excellent 33 66 56 37.3
Good 10 20 90 60
Satisfactory 7 14 4 27
Total 50 100 150 100
Source: Survey Data
From the analysis, it was found that majority have good opinion
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.