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New Complaint Management System (CMS) for Airport and Aviation Services (Sri Lanka) Limited

November 12, 2018

A Move to Uplift the Service Levels at BIA 
Airport and Aviation Services (Sri Lanka) Limited has introduced a new real-time Complaint Management System through its corporate web site ( to enable airport users at BIA to obtain prompt attention to their complaints and to continuously measure and improve passenger satisfaction at BIA.

Today airports are viewed as destinations where travelers go beyond fulfilling the basic travel need. Airports are transforming as entertainment destinations where they enjoy the travel with shopping, dining and engaging in leisure activities. For a country, an airport can be considered as the gateway leading into and out of it where the first and the last impression about the country is created in the minds of foreigners. 

Managing passenger expectations is now identified as a critical factor for airport business success where the correlation between passenger satisfaction and profitability has been conclusively established. The airport service quality will be a key differentiator which determines the competitiveness among airports. BIA handled 9, 919, 305 passenger movements in 2017 and up to September 2018, BIA had handled 8.3 million passenger movements.

The complaints which are related to BIA service scope are directed to the concerned departments while the complaints related to all other stakeholders in the airport service chain will be directed to the relevant institution for necessary action. The reported complaints are expected to be attended to as promptly as possible depending on the level of importance.

Any user can log on to this system and lodge a complaint through the web link using any industry standard browser and then select the Comment and  Complaint category under the Contact Us tab.

Further, complaints and queries from passengers that are relevant to other institutions such as Department of Immigration and Emigration, Sri Lanka Customs, and Sri Lanka Air force regarding their interactions with passengers could be directed to them for necessary action and AASL as well as the passengers could track the progress on action being taken. 
AASL strives to enhance the service quality of the airports on a continuous basis and a new program called ‘Guest Experience’ is being implemented under the brand promise ‘Make Happy Journeys’.

Photos by: AASL Media