HSIA plagued by passenger harassment

Passengers traversing through Hazrat Shahjalal International Airport (HSIA) are enduring unprecedented levels of harassment, with no respite inside or outside the airport premises. Instances of rude behavior, threats, and terrorization abound, plaguing areas such as the concourse hall, main building, immigration, and customs checkpoints.

Even VIP and CIP passengers, typically afforded special treatment, find themselves subjected to mistreatment and intimidation, prompting some to leave the airport amidst extreme irony. Despite concerted efforts by intelligence agencies and ministerial interventions to address thousands of complaints, the scourge of passenger harassment persists unabated.

Of particular concern are Bangladeshis returning from or departing for Middle Eastern countries, who face heightened scrutiny and mistreatment. The customs department's treatment of expatriate workers, vital contributors to the country's economy, is especially egregious, characterized by harsh interrogation and despicable behavior.

Observations in the airport vicinity have revealed numerous incidents of passenger harassment, with victims expressing frustration and anger, albeit unwilling to disclose their identities due to social concerns. Complaints and pleas from passengers often fall on deaf ears, met with unkind treatment or, in some cases, physical abuse.

The situation is exacerbated by perceived indifference and irresponsibility on the part of the Civil Aviation Authority, with officials accused of compounding passengers' suffering rather than addressing underlying issues. Allegations of entrapment and harassment of complainants further underscore the need for urgent action to rectify the situation at Shahjalal International Airport.

Passengers complain that the level of harassment inside the airport is several times higher than outside the airport. A large number of officials in various departments including immigration officers, airport police, customs engaged in passenger services are regularly harassing passengers. In at least 12 steps inside the airport, various kinds of harassment were carried out in an attempt to extort money from the passengers as per the demand.

Collecting currency at the bank booth inside the airport is also subjected to extreme harassment. When collecting currency, the bank informs that there is no currency of the respective country. At the last minute, the passengers were forced to collect the necessary country's currency from the illegal currency dealers near the bank at exorbitant prices. Passengers returning abroad are harassed in two phases at steps 12-13.

Another form of harassment begins when passengers have a small amount of excess baggage while loading the baggage on the belt. Boarding pass has to be issued only after settlement with money, otherwise the passengers have to leave the goods there.

Unnecessary delay in handing over luggage to passengers arriving from abroad. There is no special treatment for ordinary passengers or business class passengers. Everyone is measured on the same scale and the standard of behavior is the same. Passengers have also been made to wait for hours in front of the baggage claim belt. In the space of time, the organized cycle disappears, the luggage is cut and the contents are removed.

Apart from this, it has now become a regular thing to be told that the luggage has not arrived. The passenger was sent away after writing the mobile number of the officer in charge on a white paper note saying to contact him later. From then on, various stages of harassment began. There are numerous examples of giving away luggage in exchange for cash transactions at one stage of airport transfers.

The victimized passengers said that mainly the outgoing passengers were harassed by the immigration police. It has become an unwritten rule here to detain ill-educated expatriate passengers leaving the country by asking them various questions. Questions have also been raised about the skills of the immigration police. If there are expensive goods in the luggage, it does not matter. In the name of scanning passengers' baggage, crossing the green channel is unnecessarily delayed.

However, immigration officials say that only 22 counters are used for passenger services. There is no space to install new counters. Passengers have to stand in long queues during peak hours when 5-6 flights land at short intervals. But most of the passengers have to face many kinds of problems due to not knowing the rules. Many times it is seen that they suffer because of them.

Not only immigration, passengers have to suffer at every step of airport. Meanwhile, custom harassment has now taken a terrible form. Common people are getting fed up. Armed police at the airport are responsible for security at exits, parking lots, canopies, concourses, arrivals conveyor belts, tarmac, runways, driveways and aprons.

However, most of the time they are busy in the arrivals and car parking areas in the search of passengers' belongings.

Talking to Bangladesh Pratidin Former Foreign Minister Dr. AK Abdul Momen said that CC cameras have been installed at Hazrat Shahjalal International Airport to stop theft. Electronic gates have been installed. A separate monitoring cell has been constituted. Despite that, theft and harassment of passengers do not stop. The only reason for this is the people in charge. The problems are becoming more apparent due to their negligence. Now it has become a serious matter.

Dr. Momen said that Prime Minister Sheikh Hasina has adopted zero tolerance policy in these matters including corruption. However, they are not under control. In order to control the mismanagement of the airport including passenger harassment, every official working there should submit the property account.

Air Vice Marshal Mofidur Rahman, Chairman of Civil Aviation, said that passenger harassment and inconvenience to get luggage has reduced a lot now. “We have already taken action against some passengers in view of their complaints.”

He said, although it is not completely closed yet, it has reduced a lot. We have often heard and resolved complaints from passengers and members of working organizations through public hearings at the airport. I have taken action with their advice. However, this problem will no longer exist when the third terminal is launched. Because then everything will be in automation system.

“Once the automatic system is introduced, then nothing will be done manually. Everything will be automated. Of course, this requires skilled manpower. Babychak chairman said that the hotline has already been launched. Passengers are getting 24 hours opportunity to express their opinion or complaint. Whatever kind of complaint comes, it will be resolved. The hotline service was launched last July. 24 hours a day and night on this hotline, passengers can express any complaints and opinions about airport services,” the chairman said.

“Training is being going on for good behavior. As part of the implementation of the National Sanitation Strategy, the course is playing an important role in ending long-standing passenger harassment at airports. This course has been made mandatory for the members of every organization working at the airport.”

He said that members of 24 government institutions and 32 airlines of the HSIA are being trained in this course. Officials of Customs, Immigration, APBN, Airport Health, National Intelligence Security Agency, Avsec, Bangladesh Biman and other foreign airlines participated.

Bangladesh Monitor Editor Kazi Wahidul Alam has been working with the aviation sector for a long time. He urged a single command to stop passenger harassment at the airport.

He told Bangladesh Pratidin that 25 agencies including immigration and customs are working at Shahjalal Airport. Apart from this there are people from different airlines. The people of these agencies are working under the control of their respective organizations. People of one organization will not follow the words of another organization. They are working on their own. There is no precedent for working like this anywhere in the world. In all countries the work is under the control of an authority. That is, people from all agencies are working under the control of one authority at the airport.

“There is no single authority system in Bangladesh. There does not appear to be any intention to implement this method. That is why passenger harassment is not stopping. To stop this passenger harassment, a single authority should be established at Shahjalal Airport. There is no alternative. People from 25 agencies will be accountable to a single authority. It will be possible to stop passenger harassment.”

Kazi Wahidul Alam said that when a foreign national enters Bangladesh, the first thing he or she encounters is the immigration police. If the airport is a mirror of the country, then the main component of that mirror is the immigration police. However, the behavior of the police is not friendly at times.

“Since the police are not efficient, it takes a lot of time to complete the immigration work. For this, emphasis should be placed on skill development. Police should be given special training and awareness on tourist-friendly behavior,” he said.

​(The report was published on print and online versions of The Bangladesh Pratidin on February 18 and rewritten in English by Tanvir Raihan)