Significant improvements in passenger services have been reported at Hazrat Shahjalal International Airport following infrastructuredevelopment, enhanced security measures and the introduction of technology-driven management systems, according to airport authorities and passengers.
Sources at the airport said the check-in and immigration processes have become noticeably faster than before, easing long-standing congestion.
Passenger movement has improved due to the installation of modern scanning machines, an increase in the number of service counters and the reorganization of manpower.
At the same time, advanced surveillance equipment and automated systems have been added to strengthen overall security.
Improvements have also been observed in the baggage handling system.
Airport officials said baggage delivery times have decreased, while complaints related to lost luggage have declined.
Authorities have also placed emphasis on environment-friendly terminal management, including improved cleanliness and expanded passenger seating facilities.
Abul Bashar, an expatriate returning from Saudi Arabia, said the changes have made a visible difference.
“Earlier, we had to stand in long lines, but now the waiting time has reduced,” he said.
“With better information desks and digital signage, it is easier to get the necessary information. I am also relieved to see the use of body-worn cameras in baggage handling. This will fulfil a long-standing demand of expatriates and reduce fears of luggage theft.”
Expatriate passengers also pointed to the role of Executive Magistrate KM Abu Nawshad, saying his active presence has contributed to improvements in passenger services.
Since assuming his responsibilities at the airport, he has regularly monitored operations during duty hours and taken immediate legal action against irregularities and mismanagement, they said.
As a result, incidents of passenger harassment have decreased significantly.
Nawshad has also been sharing videos and photographs of airport operations and enforcement activities on social media, particularly Facebook.
Many of these posts have drawn millions of views, with passengers responding positively and urging him to continue such initiatives.
Speaking about the reforms, Nawshad, an executive magistrate of the Civil Aviation Authority, said he believes in teamwork and process-based success.
“Better services and a positive working environment are possible only through collective sincerity and dedication,” he said.
He urged passengers to report any problems, suggestions or proposals to the airport authority or the airport magistrate to further improve service quality, and requested them to contact the airport hotline number 13600.
Continuous and sustainable process improvement, he added, depends on the shared commitment of all stakeholders.
Boshra Islam, general manager (public relations) of Biman Bangladesh Airlines, said the introduction of body-worn cameras aims to ensure transparency and accountability in passenger service and baggage handling.
“In many cases, returning passengers blame airlines or civil aviation authorities for lost luggage, while allegations often involve unscrupulous groups,” she said.
“The use of body-worn cameras on every international flight arriving at Hazrat Shahjalal International Airport will help protect passengers’ property, monitor the baggage handling process and identify the responsible individuals or stations.”
She added that expanding the use of body-worn camera technology would strengthen professionalism among staff while boosting passenger confidence through greater transparency at every stage of baggage handling.
Group Captain S M Ragib Samad, executive director of Hazrat Shahjalal International Airport, said Biman Bangladesh Airlines has been using body-worn cameras on its own flights for baggage security for a considerable time.
Recently, he said, Biman, acting as the airport’s ground handling agent, has extended the use of body-worn cameras to baggage handling operations for all airlines operating at the airport.
The decision, he said, was discussed and reviewed over several months in various airport meetings before being approved at the highest level of the state.
“This timely and commendable initiative is now being implemented successfully,” he said.
Ragib Samad also said that further development initiatives are being undertaken in phases to bring passenger services up to international standards.
He expressed optimism that the coordinated efforts of the Civil Aviation Authority and Biman Bangladesh Airlines, supported by long-term state planning and consistent policy decisions, will further enhance the quality of passenger services at Hazrat Shahjalal International Airport.
